bgf part1
TRANSCRIPT
Black Gold Fish
Part 1 : Banking Industries
Customer Call Centre
“There is only one boss, the customer. And he can fire everybody in the company from the chairman on down, simply spending his money somewhere else”
“Without great employees you can never have great customer service”
Frontline (branch B)
Direct Supervisor(branch B)
Frontline (branch A)
Direct Supervisor(branch A)
Direct Supervisor
Call Service Centre
Customers
Higher Level Manager
Competitors
Serve Serve
Serve
Interact Interact
Interact Interact
Supervise
Supervise
Supervise
ManageManageManage
Tap
TRIZ-ing
System Analysis
TRIZ-ing
Engineering Contradiction:
The issues faced by customer service from different branches might be similar. They could share their experiences / challenges among each other to improve the overall
service quality. However, distance and time constrain limit the flexibility of communication.
Improving parameters:
#24: Loss of information#33: Ease of operation#35: Adaptability / Versatility
Worsening parameters:
#9: Speed#15: Duration of action of moving object#25: Loss of time
BigEyes: Pal-to-Pal Sharing NetworkData sharing between employees
nationally and world widely
Interaction between frontlines and managing level
Staff appreciation with butterfly effect
Create friendly atmosphere via Smile Catching
Shape an intangible brand to the
customer
Experience Blogging
Transparent management