Cuttyhunk Bank Case Shred

Daniel Miranda

BUAD 301

February 13, 2014

Cuttyhunk Bank Case Shred

Step 3:

1.

* How Should Richard Wilson Handle the Angry Customers?

* How should Richard Wilson react to the unprofessionalism of the email?

* How Should Richard Wilson handle Nancy Brock?

2. Problem Statement

Richard Wilson, Chairman and Chief Executive of Cuttyhunk Bank, is faced with problems regarding customers and an employee’s email that was linked to the press. In the transition of merging with Harbor state Bank, branch managers didn’t know how to handle customer inquiries. Nancy Brock, assistant treasurer, sent an email to all branch managers to inform them how to handle customer inquiries, but was somehow linked to the press. Richard Wilson needs to address this because a lot of members of the bank are angry that they are losing their voting rights, which was revealed in the email that was released. Richard Wilson needs to act quickly and let customers know what is going on and explain the banks position; he needs to act as soon as possible to ensure positive relationships with the banks members.

Step 4:

Short Term Objective:

1. To quickly answer angry members and get them to understand

2. To solve miscommunication and how email was linked to the press

Long Tem Objectives:

1. To ensure healthy relationships with bank members

2. To make sure merger with Harbor Bank goes as planned

Step 5: Rank critical issues

1. To quickly respond to angry members and explain why they are being denied their voting rights

2. Find out how email was linked, and address that problem

3. Address members about the banks position

Step 6:

Fact: E-mail was linked to press that was written by Nancy Brock to branch managers

Fact: customers are being denied their voting rights once Cuttyhunk banks merges with Harbor bank

Assumption: Bank members care a lot about their voting rights

Step 7:

Solution 1: Mr. Wilson should write another letter to bank...