1.

0 Introduction
The company that has chosen is United Overseas Bank (UOB) Malaysia. UOB group is a
Singapore-based multinational banking organization. It was established in 1935 and has a
history of 80 years. Today, the UOB Group has more than 500 offices in 19 countries and
territories in the Western Europe, Asia-Pacific region and North America. UOB (Malaysia)
incorporated in 1993 and merged with Lee Wah Bank in 1994 to operate as a single entity. It
merged with Chung Khiaw Bank in 1997, and then merged with UOB Malaysia in 2002 to
centralize its business in Malaysia. It was rated with “AAA” rating among the top banks by
Rating Agency Malaysia. Nowadays, it has the largest branch network of any foreign bank
operating in Malaysia and has 45 branches across the country. The vision of UOB is “To be
recognised as a leader in consumer and commercial banking services in the region with
treasury and investment products in support” and mission is “People with the courage to do
what’s right, consistently ”.

UOB (Malaysia) provides a wide range of commercial and personal financial service such as
UOB Bancassurance, debit and credit cards, deposits, e-banking, investment banking, unit
trusts, privilege banking, islamic banking, wholesale banking, structured investment, trade
services, commercial lending, wealth management, home loans, life insurance and general
insurance. Departments of UOB (Malaysia) include personal financial fervices, wholesale
banking, credit-commercial, commercial banking, debt capital markets, finance and corporate
service, transaction banking, risk management, human resources, credit-retail, technology and
operations, corporate banking, compliance, islamic banking, special assets management, legal
and secretariat, channels and digitalisation, wholesale banking business management and
internal audit.
2.0 Service Blueprint

UOB provides many types of banking services for their customers. The service
process that we have chosen for the blueprint is walk in applying a fixed deposit account at
the bank.

Upon arrival at the bank entrance, customers are required to scan the MySejahtera QR
Code and their own temperature due to the Covid- 19 pandemic, the staff at the entrance will
ensure that the customers follow SOP guidelines. Next, the customer will enter the bank, the
staff at the reception will welcome and assist the customer to take the ticket number for the
service that they request. After that, the customer will proceed to the seating and waiting area
to wait for their number to be called through the bank announcement system. When their
number is called, the customer will proceed to the bank advisors cubicle for advice and
discussion of the type of fixed deposit account they preferred. The customer will then provide
the IC/ MyKad and other documents and details for applying a fixed deposit account. The
advisor will enter the customer’s data into the bank database and get thumb print verification
of the customer. Follow by a full search on customer’s background by another officer using
the banking or related data base system. After verification, the customer will proceed to the
bank counter to deposit their money, the officer will receive and count the money, after that
they will enter the relevant information in to the bank computer system. Customers are
required to check their name, IC number, deposited amount and other details, after that,
customers need to press on the green button of a keypad at the bank counter to confirm their
information. The information will be confirm by another officer using the banking system.
Next, the officer will finalize the request of customer and a fixed deposit slip will be created
or customer to sign. After completing customer request, the staff who are in contact with the
customer will remind customers of their belongings and ask customers whether they need
assistance on other things. Lastly, the staff will bid farewell to the customer before they exit
the bank.