Lesson: Classifying TrianglesSeptember 4, 20XX

Oscar Portillo, Willl Kerns, Andrew Conway, Cassi Kline, Jakob Maybrier

Why Banking? Why CVNB?

Highly intangible

• Cannot be tested before purchase

• Customers rely heavily on surrogates and WOM

Service Association

• Banking is a service that most people are accustomed to.

• Opportunity to gain knowledge about a successful service design

• CVNB was established in 1904 since then they have spread throughout most of KY

• 14 Branches located in Fayette, London, Richmond, Berea, Corbin, etc.

• Committed to outstanding customer service and innovative banking methods

• Big city banking with a hometown attitude

Welcome to the Bank Service Blueprinting of a Financial Institution

Physical Evidence

• Brand Recognition

• Professionalism Environment

• Competitive Amenities

Physical Evidence• Modern, Convenience, and

Professional

• Informational and Functional Doc.

• Security Measures

1. Arrive at bank

2. Enter building

3. Be greeted

4. Grab a cup of coffee

5. Fill out deposit slip

6. Goes to teller line

7. Hands deposit slip and cash to employee

8. Small talk

9. Receives receipt from employeee

Customer Actions

Employee Actions(onstage)

1. Greet customer

2. Receives deposit slip and cash

3. Small talk

4. Hands receipt to customer

5. Wishes customer a good day

Employee Actions(backstage)

Prepare snacks/coffee

Restock slips

Count cash

Deposit money into accounts

Put money into drawer

Validate Cash In ticket

Print off deposit receipt

Support Processes

Cookie oven, refrigerator, coffee dispensers

Cash Counting Machine Computer and software Validation printer, encoder

and work scanner

Refreshment support

Cash support

PC support

Transaction support

Possible Bottlenecks

There are three distinct areas where bottlenecks do occur with the deposit service blueprint.

1.When large amounts of cash need to be deposited work slows down do to counting.

2.When multiple deposit or withdrawal slips require validation then work slows down as well.

3.When computer software systems malfunction work can come to a halt.

Bottleneck cont. However these bottlenecks do not usually occur because they are

1. managed by having multiple employees service individual lines.

2. Support from automated teller machines (ATM)

3. Web and mobile banking options

Thank you and have a Merry Christmas!