Question

The queues were a mile long at the bank and Sipho Zulu who was on his 30 minute lunch break was getting extremely frustrated. He needed to speak with a finance consultant about certain documentation that had to be submitted to ensure that this account would be kept open. If this issue was not resolved, his salary would not be transferred into his account and he had bills to pay. Tempers were flaring in the queue and he could hear several customers complaining about such poor customer service. In fact, many of them were threating to close their accounts. The bank staff did not seem to be too concerned with the situation and even the bank manager was nowhere to be seen. Sipho, who had studied Operations Management knew that this was a capacity problem. If you were the bank manager: 3.2 Develop an action plan on how you would resolve this problem. (13)

Answer 1

Action plan by bank Manager:

Bank Manager need to hire the Operation management consultanat and he need to take following action to smooth the customer complaint process-

Consultant would study the daily customer complaint and categories them.

Consultant would study the average cycle time of each customer complaint and setup a process flow.

Then he will decide what would be the step followed by customer when any customer come to register a new complaint.

Based on all study, consultant would decide the capacity of branch that how many customer complaint can be attend in a day( working Hour).

In case, If daily customer complaint are more than branch capacity then how to increase the capacity whether need to hire additional employee or set up new bank branch.

So the operation management consultant would define the capacity that how many customer complaint can be attend and what would the steps followed by the customer to avoid the collaps in process. So that every complaint should have the cycle time time so that no customer would be wait in a queue.