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Presented by: Group No. 8
Case Overview Menton Bank was the largest bank in the region It has always been focusing on corporate
business Needs to focus on retail consumer banking
business New CEO was appointed and reorganization of
the bank was undertaken The position of head CSR was going to be vacant
in a few days Three candidates were considered for promotion
to this position
Steps Taken By Bank• Created new bank technology team.• Tripled the number of automated teller machines.• Branch renovation program designed to improve the
cosmetic appearance of the branches.• Introduction of Electronic banking from remote locations• Introduction of automated telephone banking.• Introduction of home banking via internet.• Central customer service office to solve customer’s
problems • New financial products had been introduced at rapid rate.• Introduction of new training programs.
Hierarchy Of Positions
Comparison between CSRs and CARs
CSRs as well as CARs both maintains best customer relations by being friendly to the customers
Both the CSRs and CARs satisfy the customers but as the CARs are for solving customer’s queries, they have to be more sensitive towards customer satisfaction
Strengths and Weakness Karen Mitchell
Jean Warshawski
Curtis Richter
Group’s viewKaren Mitchell should be appointed as head
CSR because:She is more experienced as compared to
other candidates.If we look at new job demands of head CSR
we find that accuracy and efficiency are the most crucial aspect.