Group8_PNB.docx - Service Operation Management Term-IV Section-2 Demat Account Opening Process PNB Bank Submitted by Group-8 Shreya Rungta(UM18184

Group8_PNB.docx - Service Operation Management Term-IV...

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Service Operation Management Term-IV Section-2 Demat Account Opening Process PNB Bank Submitted by: Group-8 Shreya Rungta (UM18184) Raunak Sharma (UM18232) Simardeep Singh Bhalla (UM18241) Soumyadipta Mitra (UM18255) Sourav Bansal (UM18257) Arghya Dhingra (UM18337) Bishnupriya Debata (UM18341)
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Table of Contents Service Blueprint ................................................................................................................ 3 Floor Map .......................................................................................................................... 3 Service Failures .................................................................................................................. 4 Issues faced by the Bank .................................................................................................... 5 Inadequacies ...................................................................................................................... 5 Recommendations ............................................................................................................. 5
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Service Blueprint Floor Map
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Service Failures We visited 3 different branches of PNB bank in Bhubaneswar city. A. PNB – Siripur Branch B. PNB – Saheed nagar C. PNB – Chandrasekharpur Welcome Desk The reception desk has no uniform structure to handling customer information delivery (failure to follow the SOP, if present) No use of technology to address the customers or handle them individually leading to chaos at the first point of Physical evidence There is vast difference between the branches visited in terms of service delivery with the lesser known branches having to rely on transferring customers to the bigger branches for getting similar work done Inquiry Failure to address the customer leading to repetitive transfer from one person to another. Leading to increased turnaround time and also contributing to waiting time in the process. Failure to impart the relevant information to the customer, emerging from lack of proper training or failure to obey the SOP procedures. Guide to Demat Section – The employee handing the Demat section was not present on the day of visit, contributing to unsatisfied consumer. Failure of implementing a common knowledge database to fall back on for the rest of the staff leads to repetitive visits by the customer for the same task. Forms and Brochures – The failure of the lesser branch to provide the documents and forms to be filled for the Demat account opening process signifies the lack of a proper information delivery system, which contributes to inconvenience to the customers
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