Discuss about the Six Sigma Deployment.
The Dankie Bank is a financial institution that serves different types of customers on several financial needs. Some of the customers are visiting to acquire loans, others to make deposits and several to withdraw over-the-counter among other financial needs. The Danske Bank always opens weekdays from eight in the morning to five in the evening. Also, they open on Saturdays only morning hours and they close at noon. Customers flood into the bank, given that it has expressed quality financial services to the people who have opened bank accounts in their institution (Businessballs.com, 2017).
The arrangement of Dankie bank branches makes the customers spend a lot of time as they wait to be served. The customer’s queue for long periods to be served by the tellers who have not been with specified the kind of services they should offer (Etienne, 2010). The main problem is that besides having all the services combined together in the tellers, the customers are not fully satisfied with the way the bank coordinates their mode of offering banking services. Some cases have been experienced where customer have queued to ask for loans over the counter, although they are supposed to be served in an office (Referenceforbusiness.com, 2017).
The core objective of the study is to find out the frequency customers ask for different services and served by the limited tellers. Therefore, the services will be divided and assigned to specific tellers to ease the work of the bankers and enhance coordination of the customers. This will reduce the workload a teller encounter and try to make the bank much organised. After with this problem, the bank will improve their services and make the customer more satisfied (Oliya et al., 2012).
The waiting time of the customers was measured in the bank in two days to check how long customers waited despite the type of service. The measurement covered times between 11 – 1 pm and 2 – 5 pm in the evening for two consecutive days (Adams, Gupta and Wilson, 2003). This time ranges were chosen because most people would attain the bank because of it the most appropriate for a person to leave workplaces. It was found that a person would even wait up to an hour before getting served. The time might be this long because some of the banking services require a lot of activities, hence wasting a lot of time (Ingram, 2017). If such a transaction is done of a queue where some people have a light transaction, they would waste time with a lot of another customer (Isixsigma.com, 2017). The acceptable waiting time for a customer was thought to be maximum of 30 minutes. After the data was displayed in a line graph, it was found that some are beyond the upper bound that need to be regulated. The waiting time between 11 – 1 pm was lower compared with the afternoon (Utley and Gaylord, 2009).
Using the ‘whys’ tool of six sigma, the problem in the bank service can be identified and an appropriate solution generated. The following guide question is to be used in the process of finding the most appropriate solution to solve the issue of Dankie bank services.
The Six Sigma technique helped in identifying that the problem in the bank is that the methods of offering banking services have been poorly managed (Chorafas, 2013). The tellers are not sufficient to serve the number of customers who are visiting the institution. The services have not been separated to help the customers in identifying the appropriate teller to visit, hence wasting a lot of time in the queue.
Making use of Fishbone tool, the possible problems can be displayed as shown below: – (Asq.org, 2017)
The management should take a big role in ensuring that the service provision process is efficient and smooth. The changes that will be issued by the management include the purchase of seat to create a waiting bay, hiring more teller and equipping them with appropriate skills (Denk, 2005). Also, the teller needs to be divided in such a way that every individual teller offer specified services. Technology should also be used to control the customers by assigning to a number based on their service request (Chiarini, 2012). Installation of LCD screens should be conducted to display the type of services and also show the active number with the teller number to be visited. This method will make the customers be comfortable as they wait to be served. The operation of the digital system will be initiated on the teller where the bankers will be clicking to notify the next customer. The digital screens will be used as a form of entertainment and advertisement for the institution. The customers will get to learn more about Dankie Bank and understand more about their services (Basu, 2004).
Extra employees will be employed to help the customer in the process of acquiring the digital receipt and selecting their desired services. On the other side, a visible customer service desk will be installed close to the door to help customers who are new to the bank and give them directive and brochures if they need use for future references.
Conclusion
The importance of this study was to solve banking service delivery at Dankie financial institution. The main problems have been to use short periods on services the customers to avoid long queuing time. The sources of the problems were identified and appropriate solutions recommended for implementation. It was discovered that the management was reluctant to their responsibilities. They needed to stretch up and think further to develop strategies that would make the customer service efficient. The proposed changes included; installation of a digital system to control the customer service task, employment of more banker for additional teller and inclusion of a customer service desk. These improvements seem to bring the change that was expected (QLess, 2017). Some problems such as boredom, customers feeling tired and long waiting time might not be experienced again. The additional tellers will help in serving the customers according to their expectations (Bhalla, 2017). Training was also offered to the bankers on customer services to improve their performance and customer relations (Dias, 2007). Hopefully, the customer will feel more satisfied with the services, hence attracting more to the bank (Global Access, 2017).
References
Adams, C., Gupta, P. and Wilson, C. (2003). Six Sigma deployment. 1st ed. Amsterdam: Butterworth-Heinemann.
Asq.org, (2017). Six Sigma Tools | ASQ. [Online] Asq.org. Available at: https://asq.org/learn-about-quality/six-sigma/tools.html [Accessed 9 Mar. 2017].
Basu, R. (2004). Six-Sigma to operational excellence: the role of tools and techniques. International Journal of Six Sigma and Competitive Advantage, 1(1), p.44.
Bhalla, K. (2017). Why a Quality Management System in Service Industries? [Online] Isixsigma.com. Available at: https://www.isixsigma.com/methodology/business-process-management-bpm/why-quality-management-system-service-industries/ [Accessed 9 Mar. 2017].
Businessballs.com. (2017). Six sigma definitions, history and training summary of six sigma teams process and methods. [Online] Available at: https://www.businessballs.com/sixsigma.htm [Accessed 9 Mar. 2017].
Chiarini, A. (2012). From total quality control to lean six sigma. 1st ed. Milan: Springer.
Chorafas, D. (2013). Quality Control Applications. 1st ed. London: Springer.
Dehghan, A., Shahin, A. and Zenouzi, B. (2011). Service Quality Gaps & Six Sigma. Journal of Management Research, 4(1).
Denk, W. (2005). Six Sigma the “Breakthrough Management Strategy”? Economic Quality Control, 20(2).
Dias, J. (2007). New Results in Economic Statistical Quality Control. Economic Quality Control, 22(1).
Etienne, E. (2010). Comparative service quality system analysis using the Six Sigma benchmark. International Journal of Lean Six Sigma, 1(4), pp.335-357.
Global Access, (2017). Queue Management – Global Access South Africa. [Online] Global Access. Available at: https://globalaccess.co.za/queue-management/ [Accessed 9 Mar. 2017].
Ingram, D. (2017). Quality Control Programs for Service Businesses. [Online] Smallbusiness.chron.com. Available at: https://smallbusiness.chron.com/quality-control-programs-service-businesses-72730.html [Accessed 9 Mar. 2017].
Isixsigma.com, (2017). What Is Six Sigma? [Online] Isixsigma.com. Available at: https://www.isixsigma.com/new-to-six-sigma/getting-started/what-six-sigma/ [Accessed 9 Mar. 2017].
Isixsigma.com. (2017). Financial Services | iSixSigma. [Online] Available at: https://www.isixsigma.com/industries/financial-services/ [Accessed 9 Mar. 2017].
Oliya, E., Saleh Owlia, M., Dehdashti Shahrokh, Z. and Olfat, L. (2012). Improving marketing process using Six Sigma techniques (case of Saman Bank). International Journal of Lean Six Sigma, 3(1), pp.59-73.
QLess, (2017). Queue Management Systems and Queue Management Software. [Online] QLess. Available at: https://www.qless.com/ [Accessed 9 Mar. 2017].
Referenceforbusiness.com. (2017). Banks and Banking – type, cost, Commercial bank organization, Banks and small businesses. [Online] Available at: https://www.referenceforbusiness.com/small/A-Bo/Banks-and-Banking.html [Accessed 9 Mar. 2017].
Sans, W. (2013). A Critical Review of Statistical Methods Used in Quality Control. Economic Quality Control, 27(2).
Utley, J. and Gaylord, J. (2009). Monitoring service quality with residuals control-charts. Managing Service Quality: An International Journal, 19(2), pp.162-178.
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