MANAGEMENT IN PRACTICE

Name of Student

Course
Name of Professor
University
Date
 INTRODUCTION

Purpose of the A1 To decide how to approach problematic situations at work using a tailored
version of the PRISM framework
Roles played
Owner First-hand experience in the relevant position for each situation
Facilitator Charing and facilitating an inquiry within the group

Co-inquirer Questioning, listening, suggesting, and testing throughout the session to help
shape the approach

Contextual information
The problem Work problem that affects more than one stakeholder
STRUCTURED NARRATIVE 1: TELLER

Perceived situation

 Bank tellers are tasked with maintaining their cash drawers

 When handling customers, they account for every cent at the end
of duty
 However, they are prone to encountering issues while balancing
the drawers (Sanda and Mawuena, 2018)
 The main issues occur when they fail to ensure the accuracy of
every transaction
 In this regard, tellers should count the money handed over by
customers at least twice each time
STRUCTURED NARRATIVE 1

Rich Picture of The Situation

 Banking hall tellers are the link between banking services and
customers (Sanda and Mawuena, 2018)
 Being one of them, I tend to use personal judgment to determine
the legitimacy of transactions
 However, I still encounter accidental errors
 Such errors have resulted in job losses amongst my workmates
 Thus, I take it as a personal initiative to ensure that I always
balance my drawer
 STRUCTURED NARRATIVE 1: PRISM design
Guide the Process

During the inquiry

 Tellers were sent questionnaires to determine their experiences
 The manager was inquired about the frequency of the issues at the branch
The situation  Reference was made to previous literature about the issue at a national
 Banking hall tellers encounter level
problems with balancing their
drawers The final report suggests the need for
LEARNING Towards Action  Improved accuracy of daily balancing
 It would take one week to get
the opinion of all tellers STA
RT ss
 Increased use of cash recyclers
of r o ce
 Questionnaires will be sent to p ro
ces D of p
s EN
the tellers through email

It would be necessary to evaluate the

iteration tellers’:
The common causes of drawer
between  Knowledge level of using cash recyclers
balancing issues include:
zones  Balance checking skills
 Complexity of manual balancing
 Problem solving skills
 Lack of banking computer software
 Competence in banking teller tasks
 Lack of knowledge in using cash
 Confidence levels
recyclers

Some of the areas that require

attention are
 Informational needs and critical
management functions
 Training on using cash recyclers
 Governance Planning
 Supervision
STRUCTURED NARRATIVE 2: BRANCH MANAGER

Perceived situation
 As a bank manager, I am tasked with the
responsibility overseeing customer care services bot
in-premise and phone banking services
 In phone banking, my branch uses a female chatbot
for customer support services.
 Customers approaching the chatbot tend to be in a
frustrated state
 In most cases, the chatbot fails to understand their
queries
STRUCTURED NARRATIVE 2

Rich Picture of The Situation

 Overreliance on the chatbots has become a turnoff for

phone banking customers at the branch (Chong et al.,
2021).
 The chatbot often misunderstands the requests of the
customers
 In this regard, the objective is to improve the phone
banking service and to make the Interactive Voice
Response the most user friendly (Chong et al., 2021)
 STRUCTURED NARRATIVE 1: PRISM design
Guide the Process
During the inquiry
 The manager was interviewed to determine his opinion of the issue
 Questionnaires were sent to the customer service representative seeking
suggestions on how to improve the situation
 Reference was made to previous literature to determine expert opinion
The situation about the issue
 My branch uses a female chatbot for customer support
 The final report suggests that customers will
services. LEARNING Towards Action
 Customers approaching the chatbot tend to be in a always be at ease knowing that human help is
frustrated state STA
R ess
available
T of ro c
 Thus, in most cases, the chatbot fails to understand
p ro
ces D of p
s EN
their queries

 It would be necessary to ensure that the

The common causes of the issue are: manager is competent in leading a
 In literature, overreliance on chatbots is iteration
between transition from an in-house to online base
becoming a turnoff for customers zones customer service
 Chatbots often misunderstands the requests
of the customers
This creates the need to improve Interactive
Voice Response to become user friendly

 There needs to be a system that redirects

customers to human agents when required
 REFLECTIONS ON THE EXPERIENCE OF THE 3 ROLES

The Owner The Facilitator Co-inquirer

 Helped the group understand
and complete the task
 Did explanations to the cases
 Explained the PRISM
framework
 Acted as the group leader
 Steered the group into finding the
solution of all issues raised
 Established ground rules and
initiated the discussions
 Inspired the group
throughout the discussion
 Asked questions and sought
clarification where
necessary
REFLECTIONS AND LEARNING POINTS ABOUT PRISM

 Important element for improving the problem are to create

strategies that encourage spreading, sharing, and observation
processes
 The goal was to ensure that all protocols were adaptable
 The PRISM framework appeared almost similar the business-
oriented model of the Six Sigma
 The PRISM framework ensured that only intervention that meet the
needs of the organization’s mission were integrated.
OTHER REFLECTIONS AND LEARNING POINTS

 Commitment of group members was driven by the conscious

about the significance of the research process to classwork
 The ability to focus on research material was motivated by
classroom learning experience
 The members learned the essence of providing feedback as
part of learning
 REFERENCE LIST

Chong, T., Yu, T., Keeling, D.I. and de Ruyter, K., 2021. AI-chatbots on the services frontline addressing the
challenges and opportunities of agency. Journal of Retailing and Consumer Services, 63, p.102735.

Sanda, M.A. and Mawuena, E., 2018, July. Understanding the Effect of Emotional Exhaustion on Tellers’ Job
Satisfaction in Teller-Task Activity in Ghanaian Retail Banks. In International Conference on Applied Human Factors
and Ergonomics (pp. 461-472). Springer, Cham.