個案總覽

The case describes the challenges that George Diaz, Chief Operating Officer of Simplex Bank in Peru faces, regarding the operational inefficiencies and low service level of its telephone banking services (Simplexphone). The fundamental problem of the case is what segment of the organization should be intervened (new employees, medium experience, or seniors) and what measures should be implemented to reduce the average time of attention (ATH), from 358 seconds to 200 seconds (competitor´s standard). The case describes the organization, the processes, systems, and call center's human management processes. The case presents three possible options to improve AHT: 1) redefining recruitment profiles and processes; (2) reengineering training programs and manuals (3) establishing a robust performance evaluation system. By focusing on the specific question of reducing AHT, the student is given the opportunity to diagnose possible causes and propose specific measures to remedy the situation. The case is accompanied by an Excel database that must be shared as support prior to the sessions, so that the students can generate diagnoses and test hypotheses about the possible problems faced by the organization.

Spreadsheet supplement for case IC0027.