Moments of Collective Fulfillment from Bhilai

CITIZEN SBI : INTERVENTION – 2 : Contribution Lab

Programme at BHILAI: 03-09-2010 to 09-09-2010 

Moments of Collective Fulfillment  :

(1)        An experience of collective fulfillment shared by Shri Rajesh Kumar Sood, RBO, Bhilai.

Brief description of the project :           
Propagation of alternative channel products.

Why the need for the project arose :     
To improve customer satisfaction
To unload the staff from routine

To spend time for qualitative purpose

To empower the customers

To leverage the technology initiatives of the Bank.

How it was implemented and results :

Did it involve many people from the unit ?What kind of teaming/team efforts took place?

Ans      Yes the process of propagation involved all staff members at various branches.  Initially the benefits arising from the transactions of alternative channels were explained to the Branch Managers with suggestion to share it further with the staff at the branches during Branch ‘P’ review meetings.  This resulted in spread over of the message amongst all members of the unit.

How did it energize the people in the unit ?

Ans      All the unit members/staff of the branch was made aware of the basic benefit of the products viz. shifting of onus of the transaction from the Bank and its employees/officials to the customer.  Bank and its staff remain absolved from the responsibility of (a) probing the transaction even at a later date, (b) safe keeping of the records (c)  checking of day books etc.  Further it empowers the customers.

What kind of fulfillment did it result in for the collective involved (team members and customers)

Ans      Team members are happy with the reduction in the number of vouchers and footfall of the customer at the Branch.  In addition, the team members now find time for other productive pruposes.  Customers are happy to transact their transactions at their ease/convenience.

How did it enhance the interaction with the customer community ?

Ans      Customer further remained in close touch with the staff at various levels to understand the methodology for carrying out their transactions through the modes of alternative channels.  The customers were not only satisfied but also felt energized with the features of the products.  They find the products customers friendly and convenient.

What were the sustainable results of this Contribution Project in the Unit ?

Ans      SB to ATM ratio went up from 52% as at the beginning of June 2009 to 59% as at the end of March 2010.  Number of transactions per month through ATM channel went up from 16000 to 22000 during this period.  In addition, substantial improvement is also seen in the number of transactions through INB and MB.

Contributed by Shri Dilip Guha / Team SBLC Jabalpur