Case Study

ARELLANO UNIVERSITY

Jose Abad Santos Campus

3058Taft. Avenue, Pasay City

Production Management (TTH 2:30 – 4:00)

Case Analysis

In

Bankusa: forecasting help desk demand by bay

By: Dela Peña, Analyn L.

Lopez, Paul

Galit, Ramil

Celeste, Venus

Background of the Case:

The Help Desk of BankUSA is the primary customer contact unit within fiduciary operations. The department consists of 20 employees broken down into 14 full-time customer service representatives (CSRs), 3 CSR support employees and 3 managers (Collier & Evans, 2013). The senior manager of the Help Desk, Dot Gifford, has established a team to address short-term forecasting.

The Help Desk currently handles approximately 2000 calls a week from over 50 different internal processes and organizational units. This comprises approximately 98% of their daily call volume. The remaining 2% of calls originate from designated external customers that are mostly comprised of large estate and trust administrators. The team has several additional items to discern in addition to the short-term forecasting of call volume and must be ready to review all items at an informal presentation in 10 day’s time. 

View Point: Dot Gifford

Time Frame: Present

Statement of the Problem: The Company can’t accommodate customer quickly because of heavy demand every day.

Objective:

General: To determine how to increase the overall effectiveness and improve the planning of the Help Desk business unit for BankUSA for its effective and efficient service.

Specific: To know what the service management characteristics of the customer service representative needed.

SWOT Analysis:

Strengths 

* Productivity of the employees

* Technologies used.

* Worldwide business.

* Knowledgeable, competent staff

* Desire to provide excellent customer service

Weaknesses

* Large volume of customer calls.

* Few employees accommodate customers.

Opportunities 

* International expansion

* More customers available.

Threats 

*...