In addition, as with a supermarket, lines can be changed from only one transaction to several transactions allowed. The video helped better clarify the best time to have extra windows open for single transactions. Customers hate waiting for someone who has several transactions, if they do not have the same. Similarly, they do not like waiting for longer services, such as counting store money or requesting a bank order. This is a separate window that is kept open at peak times, with the teller floating elsewhere when not needed. Neither employees nor customers like when the bank teller goes back and forth between the drive up and the inside windows. Therefore, one or two tellers are dedicated to the drive up depending on the time of the day.
Through watching body language on the video, it was observed that five minutes is as long as most customers are willing to wait before they start looking at their watch. The verbal survey had similar results. A floating teller knows how many people can be in line before that magic five minutes. If this teller sees that too many people are in the line, then another window is opened. Five minutes may seem longer for people who are in a hurry. On days when the lines appear longer than usual, one of the tellers or officers walks around and welcomes the customer while they are waiting. There is always some new service...
There is the story about one bank that had their tellers wear "trivia" buttons about themselves, which were changed every week. The customers loved hearing how Mary just became a grandmother or Susan is returning back to school part time.
Since each of National's branches is in a very different area, no generalizations were made from one location to another in terms of the flow of customers. A branch in the suburbs and one in the urban area, for example, will have very different peak and slow periods. There may be more or less tolerance for waiting periods and a different demand for services, as well, depending on where the branch is located.
The customer service and information desk has been very successful. In the past, customers had to wait to see an officer to ask certain questions. If there was someone or more before, then it was a wait. The customer service rep can answer most questions and get some of the paper work started before seeing the officer in charge. These reps are also trained to respond to any questions regarding service and to accept and write complaints. Customers who come in regularly during the week with several transactions or longer ones are given their own personal service rep to speed time. Granted, none of these changes was earth shattering, but all together they made a major impact.
Bank of America is one of the largest financial services company in the U.S. It is the largest bank by assets, largest commercial bank by deposits and is the second largest by market capitalization in the United States. In the Porter's Five Forces Model, Bank of America's main competitors include JPMorgan Chase, and Wells Fargo. Bank of America does have a lot of key factors working in its favor. The
(Warnings to be ignored) The market for interest-rate change is another privileged playground. Banks just pay a low, short-term floating rate and get a high, fixed one. Most of the top 20 American banks receive at least 10% of their profits from this increase, and for J.P. Morgan Chase, it was an astounding 33% last year. (Warnings to be ignored) as well as civilizing their interpretation of the economic tealeaves,
" (p.3) Despite its problems and issues, single-payer system is still a reasonably good answer to healthcare insurance problems in the U.S. However there are some changes we might need to introduce in order improve single-payer system and to minimize the problems associated with national healthcare insurance. Instead of completely replacing it with multi-payer insurance system, countries like South Africa and Australia have adopted another measure. This measure is meant to
Key findings from the analysis are provided here: Income Statement Variance Analysis Bank of America achieved a 37.4% increase in revenue between 12/31/05 and 12/31/06, driven by acquisitions and organic growth in Retail Banking and Card Services. Cost of Revenue increased 53% in the same fiscal period. Net Income increased 28% from $16.4B to $21.2B also driven by the acquisitions completed during the period. As a result Earnings per Share on a
IMPROVEMENT OF EDUCATION IN DEVELOPING COUNTRIES: Case study: GHANA EDUCATION SYSTEM RESEARCH FACTORS THAT INFLUENCE THE IMPROVEMENT OF EDUCATION IN DEVELOPING COUNTRIES: GHANA EDUCATION SYSTEM The need for improvements in the educational system in Ghana today is greater than ever before, but there are some sophisticated research methods available that can help educational reformers in Ghana accomplish these important goals. In order to determine which research approach is superior for this purpose,
What this organization has is a culinary leadership and this is not present in many similar organizers of events. This leadership enables all the partner venues to benefit and the collective talent and creativity of the entire culinary staff is spread all over the organization, in all areas. An organization like this cannot grow in isolation and has to coordinate and facilitate the sharing of ideas, techniques and award