Lotus Bank Case study

Yudha A , Samdan W, Eben H.T

Outline 01 Customer introduced variability

02 Efficiency and effectiveness waiting time

03 Evaluate the current situation

01 Customer introduced variability
 Business Outlet
Business outlets were vital links between customers and the bank, and tellers played a key bridging role in serving customers

Cash Zone Self Service Banking Area

Wealth Management Zone Customer Waiting Area

VIP Customer Service Area

THE EASTERN LOTUS BANK, XIAMEN BRANCH

Eastern Lotus Bank (ELB) Founded in 1993

The Xiamen Branch

Had five sub 300 Office area

branch employees 5800 m2

Its business covered various financial services, such as assets,

liabilities, intermediary business, and international business. In 2019,
it had individual departments for financial markets, enterprise and
syndication loans, trade finance, trade services, loans management,
operations, and compliance.
Self Service Banking Area
• CSR
• Self service inquiry machine
• ATM

Counter
• Corporate Business Counter:
such as witnessing company account-opening
business, updating company information and
cancelling company accounts, receiving orders
for companies’ domestic and foreign currency
transfer and settlement business, and handling
electronic receipt.
• Individual Business Counter :
responsible for cash business and individual
business, including opening and cancelling
individual accounts; updating information on
transfers, settlements, and sales of exchanges
and certificates; reporting losses; unregistering;
and issuing deposit certificate
• Foreign Currency Business
responsible for accepting foreign-exchange
transfer business and for following up by
processing, reviewing, and printing online
business banking documents.
 THE EASTERN LOTUS BANK, XIAMEN BRANCH

Place Your Picture Here

ELB’s Xiamen branch was

recognized as a five-star
ELB’s Xiamen branch was
business outlet for civilized
recognized as a four-star bank
and regulated service in the
outlet in China overall
Xiamen banking industry
02 Efficiency and effectiveness waiting time
Eastern Lotus Bank
Xiamen Branch
customer service flow chart
03 Evaluate the current situation
 EVALUATE THE CURRENT SITUATION & IMPROVE THE SITUATION
Counter Process
Wait for the customer to fill in the foreign
exchange purchase application (5 minutes)
03
Service - Cash Handling
Large amount RMB cash withdrawal ( > 10 Minutes )
Time Required to Open Ordinary Individual
Account
Teller instructs customer to fill in forms. (10 minutes)
04
Service - Account Business
• Individual account opening (25 – 40 minutes)
• Corporation account opening (10 – 40 minutes)
02 • Corporation account maintenance (2 – 20
minutes)
01 • Corporation account closure (10 – 30 minutes)
Use App for improve the situation
EVALUATE THE CURRENT SITUATION & IMPROVE THE SITUATION

Counter 5
• Backup Individual & corporate counter

Counter 5
• Prioritas FCY
Thank you