CITIZEN SBI INTERVENTION - II

Intervention I focused on Individual Fulfilment and Positive Contribution being the means to achieve Individual fulfilment.

Intervention – II focuses on Collective Fulfilment. Collective Fulfilment includes personal fulfilment and the joy of sharing, involving others in our state of fulfilment. Collective Fulfilment happens when individuals work in a spirit of team work and team energy. 

Intervention II is aimed at enabling us to recognise the practical applications of citizenship principles in day to day banking. Thus the goal of Intervention II is to consolidate the Citizenship Ideal in the minds of State Bankers. To achieve this, a three level approach is being adopted. 

1. At the first level in a unit, all staff members are enabled to recognise and make Contribution Handshakes with their customers and colleagues. A contribution handshake takes place when we meet a deeper goal of the customer/colleague beyond the functional task. There exists a Contribution Handshake opportunity in every customer interaction or interaction between colleagues and the staff recognise the uppermost concern or value sought by the customer or colleague in the interaction, and responds in a manner such that this concern is addressed. The programme offers Nine  handshakes viz.,  Reassurance, Reliability,  Visibility, Value for Time, Make it happen, Recognition, Ease of Use, Physical comfort, which individuals can adopt and practice easily.

2. The second level covers Contribution Projects.  These are short-term, energizing projects undertaken by small teams in every unit focused on superior engagement with the customers thus laying foundation for deeper relationships amongst customers/staff.

3. The Third level involves creating a Shared Contribution Vision.  At this level the unit head as a leader envisions a desired end state for the customers depending upon the profile of the branch and its clientele. The unit head and his team connect with the customers at a level of total relationship, and focus on contributions that support such relationships. Here each of the staff contribute individually and synthesize their contributions to create a whole, much like a symphony where each musician contributes, yet the whole is greater than the parts. Contribution Vision multiplies the power of individual contributions by tying them up to a larger vision for the unit as a whole.

    In addition to the above, a forum will be formed which will aim at a co-ordinated harmonious working at a inter unit level, particularly between branches and CPCs. This will be achieved through a mechanism called Regional Collective Fulfilment Team (RCFT). 

RCFT is Region-level forum comprising of unit heads and the AGM (Region) where:

• Inter-unit issues are raised and resolved, particularly issues related to post BPR units like CPCs and Sales Teams.

• The unit members learn from each other in the region and replicate successes in their units.

• Solve challenges at a region-level.

• Improve coordination between units.