Moments of collective fulfillment from Indore

Contribution Project:

 Performance improvement at CB Indore (post migration to MCG)

 Name of the Branch: Commercial Branch, Indore (MCG)

Brief Description of the Project:

Fulfilling the expectation of the Clients by providing better service/of the Bank by increasing business volume substantially after creation of Mid Corporate Group (MCG).

Why the need for the project arose:

Branch was included in the MCG and there was a need to have a re-look on the overall business process vis-a-vis customer expectation.

How it was implemented and results:

Planning: Over all assessment was done under the leadership of the DGM of the branch, problem areas identified and feedback taken from the customers (through one to one interactions/ during customer relation programs). As branch was made part of MCG group, the time was opportune for exploring the full potential of the unit / its people.

Implementation: Positioning of manpower was an important issue as many new positions were created. Bhopal circle, the staff provider, was quick to response to the needs of the Branch. Existing staff members (having knowledge of talent available) actively participated in the exercise of identifying people and positioning them. The leadership was quite open to any suggestion related to staff matters. For IB division, Six Sigma concept was adopted for an error-free transaction environment. Changing Sitting arrangement to suite the client needs and to facilitate smooth, flawless workflow, was taken care of with a minimum alteration in the interiors. Initially, there was some discomfort among some staff members, which was subsided once results started coming in. Branch timing was starting at 11.15 A.M. mainly to cater to the needs of Industrial sector, where their employees report to factories before coming to the branch. With business focus shifting to commercial business, majority of clients were not comfortable with the timing. The branch shifted the timing to 10.30 A.M. and for forex business even at 9.00 A.M. IB Manager can tie up rates with FD over cell phone for the customers. Cell phones were provided to other officials as well, who need to be in touch with the clients on regular basis.

Results for Clients: Better services helped them to strengthen the relationship. Large number of queries/ counseling opportunities were starting pouring in.

Results for the Bank: Branch could achieve targets in the next three years very comfortably. The business leads were enough to help the branch/bank sufficiently. Customer satisfaction level helped as a image booster.

Results for the Staff: Almost all eligible and willing staff members got a promotion; some of them even get two promotions within next four years. Everyone of the team was recognized with a certificate & gold coins. Besides all of them got better level of confidence for the future challenges.

Was it a Contribution Project? -   A fitness test.

Criteria and achievements:
Did it involve many people from the unit? What kind of teaming/team efforts took place?	Yes, most of the officers were involved in the process. Team efforts were mainly related to brain storming and at actual work situation.
How did it energize the people in the unit?	It energized the operative staff as clear goals were set out and there were genuine efforts to provide support and guidance at every stage.
What kind of fulfillment did it result in for the collective involvement (Team members/Customers) ?	By providing efficient service, which quickly resulted in customer satisfaction and business growth, all the team members feel great. It was a collective effort and collective joy was visible everywhere.
How did it enhance the interaction with the customer community?	The visibility grew immensely and there was no need for additional publicity. Customer enquiry increased and share of business in the consortium/multiple banking increased significantly.
What were the sustainable results of this Contribution Project in the unit?	Sustainable results were received in the form of good business growth for the next three years, customer satisfaction level increased to highest level and staff member also get recognition in the form of good postings/promotions etc.

Project prepared by Rajesh Kumar Verma, Citizen SBI, then associated with Commercial Branch, Indore as Manager (International Banking) & Chief Manager/Team Leader (CPCell)


Courtesy: Suresh Iyer, Facilitator, SBLC, Bhopal