黄婉伶黄婉君,中央3台节目表,温舒网
此case study的要求是：
关于案例的指针-案例中的客户评论部分将演示一些处理和客户服务问题。所以一定要研究它们。
问题1 - 是当前环境的流程（确定由不良工作流程创建导致的客户投诉）。问题一记录了基线（当前状态）。
问题2 - 您的增强流程是否旨在纠正问题。
这是业务流程重新设计的一个示例，您记录当前状态，然后记录它应该是什么。
您可以使用Word作为案例，但如果您使用Power Point或Visio，您可能会更好地流出。
所以基本上我会提供以下内容：
本练习不需要700个单词的问题简要概述。
问题一个过程的文本列表，然后是使用Powerpoint或Visio或Word的图形流程，有关蓝图的示例，请参阅第5章。
问题两个批准过程的文本列表然后是图形流程。
总结 - 你改变了什么以及为什么。
1. In my opinion, the bank organized this process mainly because it wants to maximize the utility of all departments. Every departments should try their best to do their job so that the bank will be in a good operation. In addition, this type of division of work will improve the proficiency of every department and improve the efficiency of this bank. The bank as a whole is composed by every department. It is a wise decision to divide everyone’s duty in order to improve the bank’s service level.
However, at the same time, this process does generate some problems. Firstly, departments focus on their job and duty rather than customers, which will make customers confused because no one is truly responsible for them. Then, the bank is a whole full of connections. Division of work will improve efficiency but will cut off the connections of departments in some extent.
2. In the previous process, many steps are overlapped. We should give providers and customers more options. The first key point is to judge whether this customer is in the bank’s data base records. If he is already in the database, we could eliminate the evaluation process, which will save many time for customers and reduce many workload for providers. To be sure, there are some steps essential for customers, for example, the final inspection of customers to make sure the previous loan is paid off in case for bad debt and reduce adverse selection for banks. In addition, the verification of income situation is necessary. Banks must secure that the customers have ability to payback the loan to prevent the moral hazard and adverse selections.
3. Indeed, there are some drawbacks in the refinancing process. My advice for improving is listed as followings.
a) The bank should assign some agents accountable for customers through the whole process. If there are some problems, customers could find agents to solve them. And, the bank could connect these agents’ salary with the amount of customers applying for loan successfully with their help. In this circumstance, agents are motivated to provide a better service for clients.
b) After the initial screening, agents should search for the customer’s information in their data base. Agents could ask customers if there is any information change. If the customer’s income situation has changed, they could update the data base records at the same time.
c) Banks have responsibility to tell customers the time every steps need and arrange every steps to ensure the evaluation and demonstration files are valid. If something is wrong because of the agents’ fault, the bank and agents must have responsibility to correct the mistake and bear the loss.
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