Tuesday, October 8, 2019

Canadian National Bank Current Problems Case Study

Canadian National Bank Current Problems - Case Study Example To cope with the pressure of this kind of environment the bank has implemented a system by the name of Customer Service Capacity Management (CSCM). This system has proposed certain parameters for each branch of the bank. The branch managers of each of these branches are expected to implement these recommendations without any exceptions. In such a situation a branch manager expects full support from each and every employee working in his or her branch. But unfortunately the branch manager of Chatham Branch has been unable to get support of one of her senior customer service representative, who is holding her own grudges against the branch manager. This has resulted in a series of ongoing tension situation existing between the manager and the customer service representative. All efforts of the manager to reconcile the prevailing differences have resulted in a failure, and thus a point has been reached where the fate of both these ladies is in the hands of a disciplinary committee. Prob lem Statement: The main problem which is being talked about in this case is one of interpersonal conflict. This form of conflict is arising between a young, inspirational, cooperative customer service manager and an experienced, mid aged, frustrated customer service representative. ... When this lady saw a young woman with just a degree to back her in the shoes of a manager, she decided to make her life difficult. Sub problems in the Bank: Since the bank is currently operating in an environment which is characterized by deregulation, therefore the entire banking paradigm has changed. In this paradigm banks need to be very responsive to customers’ needs with regards to their financial products and services. Banks also need to utilize their resources very efficiently and undertake strategies which help them to reduce their operating costs. In this regards Canadian National bank has implemented a new system by the name of Customer Service Capacity Management (CSCM). The basic aim of this system is to match customer traffic with the number of customer service representatives. In this way the system enables a reduction in cost. Recently, Lesley has been asked by this system to cut the job of a clerk and have the responsibility of this job fulfilled by two custome r service representatives. These representatives will share the work hours and work responsibilities of this job post. The responsibility to carry the task out fell on Pam Stewart and Sarah Wright, both these ladies had vast experience to back them but both these ladies were poles apart when it came to their personalities. Sarah was friendly and cooperative whereas as Pam was stubborn and uncooperative. Sarah had not problems when it came to performing these additional responsibilities, whereas Pam made a fuss about things and requested that she be relieved of these additional duties. She communicated to Lesley by means of a formal letter with a doctor’s certificate, asking her to relieve her of this additional role. Lesley rightfully took up this issue with Sarah asking

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