What is the overall situation

that the firm or protaganist is

facing?
Customers were becoming increasingly sophisticated, and

demanded better service and better products.

The Bank Act in 1980 had caused the well-known established banks
to face increasing competition from a growing number of financial
institutions.
No longer possible to differentiate themselves on the basis of
Operational efficiency as the competition can match them.
The protagonist is facing the problem of convincing the senior
management to deploy CSI in his/her division as the management
structure is decentralized and each Senior Vice-President had
complete autonomy in his/her division.
Convince the Position Review Department to include CSI as part of
their report as they were not obligated to alter their evaluation
system.

Is it really a Problem?

BWM report emphasized categories such as efficiency,

volumes, numbers of accounts, and Green Machine activity,
but not the quality of service.
This report made people go against the mission statement
of the company which emphasized on customer being their
biggest asset.
It was getting difficult to differentiate themselves on the
basis of operational efficiency and without shifting their
attention towards quality of service being provided, it will
be difficult to face competition.
None of the existing methods of monitoring customer
satisfaction was centralized and there was also no bench
mark for each branch to compare themselves

Causes of the Problem

The decentralized management structure with each Senior

Vice-President having complete autonomy over his/her
division makes it difficult to roll out CSI nationally.
The Position Review Department is an independent
department that is not obligated to implement CSI in their
evaluation system.
The employees and branches were evaluated on the basis
of their productivity and not on the quality of service being
provided to the customer. This conflict between efficiency
vs. quality had put people in a conundrum.
The existing customer satisfaction methods were very
generic and did not attend specifically to the needs of the
regional branch manager.

Solution to the Problem

Convince the senior management by showcasing the

results of the study conducted in 50 branches
Highlight the observed positive correlation between service
measurement and productivity measurement
Highlight the fact that they are at a competitive advantage
as no other competitor were conducting such studies
As the new system would align with the companies mission
statement, this can be used as a solid reason for The
Position Review Department to include CSI as part of the
evaluation system
Finally, the system is centralized which will help in
coordination and scheduling.