CASE STUDY –GROUP -7

BANK ONE

Group Members
PRAGYA KESARWANI - 37
PRAJJWAL - 38
PRAMOD PAL – 39
PRASHANT TIWARI – 40
PRASHANT TIWARI – 41
PRASHITA KESARWANI – 42
 SUMMARY OF CASE STUDY
1.Objective:
▪Adopt a customer integration and loyalty program
▪Treat customers differently based on specific criteria
▪ Enhance customer management and service delivery
2. Customer Categorization Criteria:
▪Categories: A, B, C, and D
▪Criteria based on tenure and annual transaction value
Category A:

▪More than 15 years as acustomer with annualcustomer with annualtransaction

value > 10,00,000
▪ More than 10 years as a customer with annual
Category C:

▪ More than 5 years as a customer with transaction value > 5,00,000More

than 3 years of service with annual transaction value>1000000

Category D:

▪ When none of the above criteria are met

Questions:1.

If a customer has defaulted in payment of a substantial amount, should it affect the

categorization for preferred customer treatment? If so, how will you modify the criteria
to accommodate this factor?2. Draw a program flow chart showing the
categorization.3. Draw a decision table to show all the conditions and actions.
If a customer has defaulted in payment of a substantial amount, it can be
considered as a significant factor that affects the categorization for preferred
customer treatment. To modify the criteria and accommodate this factor, you
could add a condition related to payment history. Here's a suggested
modification:

Category A:
More than 15 years as a customer of Bank One and annual value of transactions in
the last full year exceeding 10,00,000, and no substantial payment defaults in the
last 3 years.
OR
More than 10 years as a customer and value of annual transactions exceeding
20,00,000, and no substantial payment defaults in the last 3 years.
Category B:
More than 10 years being a customer and 10,00,000 in transaction value, and no
substantial payment defaults in the last 2 years.
OR
Not less than 5 years of service and 15,00,000 in annual transaction value, and no
substantial payment defaults in the last 2 years.
Category C:
More than 5 years being a customer of the bank and value of transactions exceeding
5,00,000, and no substantial payment defaults in the last year.
OR
More than 3 years of service and annual transaction value exceeding 10,00,000, and
no substantial payment defaults in the last year.
Category D:
When none of the above criteria is met or if there have been substantial payment
defaults.
QUESTION 2:
Draw a decision table to show all the conditions and actions.
CRITERIA CATEGORY CATEGORY CATEGORY CATEROGY

A B C D
MORE THAN 15 YES NO NO NO
YEARS AS A
CUSTOMER
ANNUAL YES YES NO NO
TRANSACTION
VALUE>1000000
MORE THAN 10 YEAR NO YES NO
AS A CUSTOMER
 CONCLUSION

In conclusion, Bank One's strategy for revamping

customer management has been successful in
improving service delivery and customer loyalty in the
competitive Indian banking industry.By offering
personalized service and leveraging digital channels,the
bank has been able to deliver an exceptional customer
experience.