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Setting up Quality process for an Internet Bank

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  • #24631

    BS
    Participant

    Hi
    I’m currently working on an internet banking process, where we are creating a new bank. Since its a new design, how should i set up the baseline. Can any one revert with benchmarking information for intenet banking customer service operations?
    Also,would need help developing quality score card for the same
    Regards,
    BS

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    #59048

    Adam L Bowden
    Participant

    I work for a VERY large financial processor and with regard to your needs you may want to “back up the bus” before diving into bench marking.
    Since your project is new you’ll probably be driving a “DFSS” or design for six sigma project.  So up front:
    – what is the product or service that you offer and how is it to be fulfilled in this very strictly regulated market
    – what are your targeted clients needs (voice of customer)
    – what are all the processes needed to fulfil the client needs
    – do you have transactional processes in place and if so or not what level of process capability do you have or need ? i.e if you process 20 million transactions per day – how many defects or issues do you anticipate and do you have technical or call center staff set up to handle it)
    You may be able to identify “off the shelf” components (processes) to meet your needs but you will have to clearly articulate/define your needs, processes and sub-processes.
    Your score card is simple to create – based upon customer needs and process performance to fulfil the needs as well as key business metrics.  Define the processes and Business Intel needs then the score card is simple to derive.
    Good luck
    Adam
     
     

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    #59049

    BS
    Participant

    Thanks for such a good insight.
    I have actually joined midway through the stream where most of the process have been defined but not yet implemented.
    collecting VoC is definitely a good idea, i think i will be getting in touch with the marketing team as to what information they have.
    since its a financial service we are allready setting as per regulatory authority requirments.
    It will be very helpfull, if you can give me insight as to how call center agents performance is to be manaegd as well process performance is to be managed.
    Also, converting VoC into business metrics, any help will be welcome.
    Thanks and best of regards,
    Bs
     

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    #59050

    Adam L Bowden
    Participant

    give me a call – I’d be glad to assist.
    Regards,
    Adam  720 938 0321c

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    #59051

    BS
    Participant

    is that a uk number…. usa number

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    #59052

    Adam L Bowden
    Participant

    It’s a USA number – 00 (1) 720 938 0321c   GMT-7hrs

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Viewing 6 posts - 1 through 6 (of 6 total)

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