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Service Transformation for Leading Indian Bank

Service Transformation for Leading Indian Bank

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Published by api-19514401

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Published by: api-19514401 on Nov 22, 2009
Copyright:Attribution Non-commercial

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03/18/2014

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Leading Indian Bank
Transformation Project
Mission : Zero
Unhappiness
2
3
All complaints to be
resolved with root fix
Complaints
Complaints

Get it right first time.
Call up a customer if
error is noticed

Transactions
Transactions
Ensure First Contact
Resolution
Contacts
Contacts
Close SR Within TAT
Good Closure Quality
Service Requests
Service Requests

Root Cause Analysis &
Review
Reduce Service Failure Flow

Delivery Failure
Delivery Failure
Mission

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