DEVELOPING AND MANAGING SERVICE

PROCESSES
Blueprint for a Bank
Assignment 7

Presented to: - Dr Omnia Mokhtar

By: - Ahmed Mohamed El Saka

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DEVELOPING AND MANAGING SERVICE PROCESSES

Table of Contents

PREPARE A BLUEPRINT FOR A SERVICE WITH WHICH YOU ARE

FAMILIAR....................................................................................................... 3
a) The tangible cues or indicators of quality from the customers’
perspective, considering the line of visibility 4

b) Whether all steps in the process are necessary; 4

c) The extent to which standardization is possible and advisable

throughout the process; 4

d) The location of potential fail points and how they could be

designed out of the process and what service recovery procedures
could be introduced; 4

e) The potential measures of process performance 5

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PREPARE A BLUEPRINT FOR A SERVICE WITH WHICH YOU

ARE FAMILIAR.

Bank  Automated Form

Physical Uniform Waiting Cash
Entrance Inquiry Desk Token  collection
Evidence of Security area Counter
& Parking Machine area

Collecting Collecting the  Waiting

Customer Arrive at Security Inquiry at the Receiving 
Token  Required  for your Exit
Actions the Bank Check Front Desk service
Number forms number

Line of Interaction

Generating Filling the 
Contact Person (visible  Inquiry about  Can request  Ex.Counting 
Token form as per 
actions) the process for water /WC the Money
Number the guidelines

Line of Visibility

Safes & 
Contact Person  Automated  Money 
(Invisible actions) Machine Counting 
Machine

Line of Internal
IT & Physical Interaction

Support Database Pantry

Processes Team Staf

BLUEPRINT FOR A BANK

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DEVELOPING AND MANAGING SERVICE PROCESSES

a) The tangible cues or indicators of quality from the

customers’ perspective, considering the line of visibility

1. The person sitting at the Inquiry Counter solving customers’ queries and
also providing them the needed information. But the person should be
able to provide the information to the customer quickly with the cons.
2. Automated Machine is also a Tangible cues of quality for the customer
as by that the customer does not have to wait in the queue and can wait
for his number by sitting in the waiting area.

b) Whether all steps in the process are necessary;

No, all steps are not necessary

1. No Inquiry Desk, but posters and flyers with required information

c) The extent to which standardization is possible and

advisable throughout the process;

2. Parking Area Management.

3. Automated Machine Maintenance (Passbook Printing and Token
Machines)
4. Database updates.
5. Money Counting Machine Proper Display.

d) The location of potential fail points and how they could

be designed out of the process and what service
recovery procedures could be introduced;

1. Account balance information should be provided to the customer in

hardly 2 minutes of time.
2. Forms should be placed properly and in sufficient quantity, to avoid
waiting time of the customer.
3. There should be enough waiting area, so that the customer does not
have to stand and wait for hours for his chance to come.

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e) The potential measures of process performance

1. Number of customers served per hour per employee.

2. Number of complaints received per day.
3. Average time per customer per service.
4. Automated Machin.

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