MENTON BANK CASE STUDY

PRESENTED BY: GROUP NO. 4

CASE OVERVIEW

Menton Bank was the largest bank in the region It has always been focusing on corporate business and now needs to focus on retail consumer banking business It seeks to develop a stronger customer orientation and deliver more services through electronic technology A new CEO was appointed and reorganization of the bank was undertaken

STEPS TAKEN BY MENTON BANK

1.

DELIVERY IMPROVEMENTS/INNOVATIONS: Remodeling of branches Counters for express/full service Staff levels varied to match varying demands of services Touch screen information kiosks Number of ATMs have tripled Automated 24/7 telephone banking Internet Banking

2.

STAFF INNOVATIONS: New training programs to generate improved product knowledge New staff job titles New job descriptions shows increased emphasis on high quality service Incentive based motivation techniques

COMPARISON BETWEEN CAR AND CSR

1.

JOB ORIENTATION: The CARs job is oriented to customers interested in starting a new relationship with the bank and existing customers who have problems CSRs job is oriented towards conducting transactions with existing customers and requires speedy operations and good rapport with the customer

2.

DURATION AND REASON OF VISIT: Customers visiting a CAR generally need information or assistance on a new service and spend around 10-20 minutes discussing options. Forms are also filled Customers may deal with a CSR on a regular basis for years. The customers know what they want and present a transaction for execution

3.

INTERACTION WITH CUSTOMERS: CARs, seated at a desk with a customer, have time to probe for customer needs and to engage in proactive selling CSRs are, on the other hand, separated from the customers by a counter and speedy transactions are necessary to keep the line moving

KAREN MITCHELL
STRENGTHS WEAKNESSES

Excellent track record of high Ranks poorly on selling performance effectiveness Fast and accurate Presents smart and professional appearance Well liked by customers and other CSRs Has previously applied for the post of Head CSR Appears to resist bank policies on selling Is averse to selling to customers

JEAN WARSHAWSKI
STRENGTHS Ranked ahead of Karen (second on overall scores) Ranks no. 1 on selling effectiveness WEAKNESSES Past evaluations not up to the mark- not as fast as Karen and too chatty Mediocre professional appearance Room for improvement on accuracy Has often been late for work

CURTIS RICHTER
STRENGTHS Prior experience as a Head CSR WEAKNESSES Not previously exposed to consultative selling program

Seeking more responsibility Doesnt know the current CSRs at Federal Square Appears intelligent Experienced in CAR work Excellent evaluations in current CAR work

WHO SHOULD FILL THE HEAD CSR POSITION?

Considering

the Job Description of the Head CSR, Karen Mitchell seems to be the best fit for the post

The

job requires professionalism, operational skills and an ability to supervise others should not be given a responsibility of selling and should be allowed to play to her strengths

She

THANK YOU!!!