Learning Resources

LEARNING FOR RESULTS

SERVICE CULTURE JOURNEY FOR KEB HANA BANK

Presented by: Learning Resources

Jakarta, 2015
 Learning Resources Company Operation

• INDONESIA
OFFICES: • SINGAPORE
• THAILAND

• SERVICE CULTURE
BUILDING

• CUSTOMER LOYALTY &

MARKET RESEARCH
EXPERTISE: • SERVICE TRAINING
• SERVICE ASSESSMENT
• PROCESS IMPROVEMENT
CONSULTING

• SERVICE
REINFORCEMENT
 Comprehensive Method -
Learning Resources

Assessment & Classroom Process

Reinforcement ROI
Survey Training Improvement
Credential – Indri Musmar
24 years in Service Quality Consulting :

• Consultant - Singapore International Airlines (7 years)

• Senior Consultant - Achieve Global ( 1 year)
• Head of Service Quality - Bank Mega (3 years)
• Head of Service Quality - Bank Permata (2 years)
• Head of Service Quality - Citibank (2 years)
• Managing Director - Learning Resources (8 years)
OUR CLIENTS
Service Culture Journey
CUSTOMER LOYALTY
&
SUSTAINABLE BUSINESS GROWTH
S H O RT T E R M G OA L M I D T E R M G OA L LO N G T E R M G O A L
Measure &
Assess & Develop Standardize Improve Remodel
Reward
Training for Ka-Ops & New Front-
Service Standard Development Branch Service Standard Training for Leaders Service Blueprint Development
liners (DONE)
I NI TIATI VES

Assessment for Ka-Ops & Front- Train for Trainers for Staffs Training
Service Standard Implementation Voice of Customer Industrial Measurement Preparation
liners Program

Assessment & Training of Priority

Regular Banking, Priority, etc. Rewards & Recognitions Process Improvement Flagship Branch
Banking for Selected Front-liners

Service Academy Mystery Shopping, Survey, Service Academy Customer Experience

TOOLS Compliance Level
Service Monitoring Toolkit
and R&R Event Engaging Level Management

D e c 20 1 5 D e c 2 0 1 5 O n wa rd s M ay 2 0 1 6 Jul 2016 Dec 2016

KEB HANA BANK MISSION & VISION

Activities Timeline (Short Term)
Dec Jan Feb Mar Apr May Jun
No Initiatives
PIC INVESTMENT 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Assess & Develop                                                        
1 Training for Ka-ops & new Front-liners (DONE) DONE -                                                        
2 Coaching sessions for low SELECT score Learning Resources -                                                        
3 Internal training for low internal test score Hana Bank Team -                                                        
4 Cognitive assessment for Ka-Ops & new frontliners (online) Learning Resources & Hana Bank Team IDR 127.800.000.-                                                        
5 SELECT assessment for existing Front-liners (online) Learning Resources & Hana Bank Team IDR 102.000.000,-                                                        
6 Service training - Complying level for existing all Front-liners Learning Resources IDR 900.000.000,-                                                        
7 Additional service training for Priority Banking Front-liners Learning Resources IDR 50.000.000,-                                                        
                                                               
Standardize                                                            
1 FGD for service standard development Learning Resources & Hana Bank Team -                                                        
2 Desk research for service standard development Learning Resources & Hana Bank Team -                                                        
3 Service standard development Learning Resources IDR 300.000.000,-                                                        
4 Service standard familiarization Hana Bank Team -                                                        
5 Service standard Iimplementation Hana Bank Branches -                                                        
6 Monitoring service standard Hana Bank Ka-Ops -                                                        
7 Service Campaign Hana Bank Team                                                          
                                                               
Measure & Reward                                                            
1 Mystery shopping scenario development Learning Resources & Hana Bank Team -                                                        
2 VOC survey questionnaire development Learning Resources & Hana Bank Team -                                                        
3 Mystery shopping data intake (50 branches @ 3 visits) Learning Resources IDR 375.000.000,-                                                        
4 VOC survey data intake (±500 respondents) Learning Resources IDR 250.000.000,-                                                        
5 Mystery shopping report development Learning Resources -                                                        
6 VOC survey report development Learning Resources -                                                        
7 Rewards & recognition event Hana Bank Team -                                                        
Activities Timeline (Mid & Long Term)
Jun Jul Aug Sept Oct Nov Dec Jan Feb
No Initiatives PIC INVESTMENT
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Improve                                                                            
1 Service
training - Engaging level for existing all Ka-ops (2 Learning Resources & Hana
batches @ 2days) Bank Team tba                                                                        
2 Train The Trainer for Engaging Level training for Staffs (module Learning Resources & Hana
licencse) Bank Team tba                                                                        
3 Engaging level training for all front-liners Hana Bank Team -                                                                        
4 Process improvement training (2 batches @ 2days) Learning Resources tba                                                                        
5 Process Improvement Implementation Hana Bank Team -                                                                        
6 Process improvement mentoring session (up to 15 sessions) Learning Resources tba                                                                        
                                                                               
Remodel                                                                            
Learning Resources & Hana
1 FGD for service blueprint development
Bank Team -                                                                        
2 Desk research for service blueprint development Learning Resources & Hana
Bank Team -                                                                        
3 Service blueprint development Workshop Learning Resources tba                                                                        
Learning Resources & Hana
4 Service blueprint finalization & launching
Bank Team -                                                                        
Learning Resources & Hana
5 Selecting the most suitable industrial measurement method
Bank Team -                                                                        
Improvement activities in people, infrastructure, and process Learning Resources & Hana
6 area
Bank Team tba                                                                        
7 Flagship branch development Hana Bank Team tba                                                                        
                                                                               
Investment
No Initiatives
INVESTMENT Improve
Assess & Develop  
1 Training for Ka-ops & new Front-liners (DONE) DONE
2 Coaching sessions for low SELECT score - 1 Service training - Engaging level for existing all Ka-ops (2
batches @ 4 days) tba
3 Internal training for low internal test score -
4 Cognitive assessment for Ka-Ops & new frontliners (online) IDR 127,800,000.00 2 Train The Trainer for Engaging Level training for Staffs (module tba
5 SELECT assessment for existing Front-liners (online) IDR 102,000,000.00 licencse)
6 Service training - Complying level for existing all Front-liners IDR 900,000,000.00 3 Engaging level training for all front-liners -
7 Additional service training for Priority Banking Front-liners IDR 50,000,000.00
     
4 Process improvement training (2 batches @ 2days) tba
Standardize   5 Process Improvement Implementation -
1 FGD for service standard development - 6 Process improvement mentoring session (up to 15 sessions)
2 Desk research for service standard development tba
-
3 Service standard development IDR 300,000,000.00      
4 Service standard familiarization - Remodel  
5 Service standard Iimplementation -
6 Monitoring service standard
1 FGD for service blueprint development -
-
7 Service Campaign - 2 Desk research for service blueprint development -
      3 Service blueprint development Workshop tba
Measure & Reward  
1 Mystery shopping scenario development - 4 Service blueprint finalization & launching -
2 VOC survey questionnaire development - 5 Selecting the most suitable industrial measurement method -
3 Mystery shopping data intake (50 branches @ 3 visits) IDR 375,000,000.00
4 VOC survey data intake (±500 respondents) IDR 250,000,000.00 6 Improvement activities in people, infrastructure, and process
area tba
5 Mystery shopping report development - 7 Flagship branch development tba
6 VOC survey report development -
7 Rewards & recognition event -
IDR 2,104,800,000.00
Short Term - ASSESS & DEVELOP
• Initiatives:
• Objectives:
• To identify the best talent in existing front-liners
position and equip them with the right skills and
knowledge to perform at their best in delivering
excellent services standard to the customer.
 Training for Ka-Ops & New Front-liners
(DONE)
 Additional coaching session by Learning
Resources for low SELECT assessment score
 Additional internal training for low internal test
score
 Assessment for Ka-Ops & Front-liners
 Cognitive assessment for Ka-Ops & Front-liners
 SELECT assessment for existing Front-liners to
identify the best talent
 Training of Priority Banking for elected
Front-liners who have passed the SELECT
assessment
Short Term – STANDARDIZE
Service Toolbox

What is in the box?

• Branch Role Play Guidance
• Branch Role Play Handbook
• Branch Service Tracking Folder
• Service Briefing Tools
Short Term – STANDARDIZE
Branch Role Play Guidance and Handbook
• Branch Manager (BM) will conduct a role
play session for front-liners twice a week
• Front-liners will practice a service standard
based on 15 topics in the Role Play
Guidance
• They get a chance to practice 3 times for
each topic
• At the end of each topic, front-liners will
perform the competition in their branch
• Observer will evaluate the front-liner’s
service attitude and skills based on the
service standard checklist in the Role Play
Handbook
Short Term – STANDARDIZE
Branch Service Tracking Folder
Branch Service Tracking Folder consists of:
• Role Play Activity and Competition Result –
summary of front-liners’ role play activity and
competition result which will be examined by
the service quality division
• Branch Service Quality Assurance – monthly
evaluation of banking hall premises, ATM
premises, and call center service standard by the
service quality division
• Branch Daily Checklist – daily evaluation of
front-liners’ appearance, banking hall premises,
and ATM premises by Branch or Operation
Manager
• Monitoring Log – a form to assess the branch's
commitment in implementing service standards
required by service quality division
Short Term – STANDARDIZE
Service Briefing Tools
• Branch / Operation Manager will conduct a
mini sessions with their front-liners every
week
• In this session, Branch / Operation
Manager will use the cases in the Service
Briefing Tools to practice front-liners’ skills
when dealing with a difficult situation
• This tools consists of 52 cases that often
occurs when serving customers and
techniques in dealing with the situation
• Front-liners will practice to solve the cases
to enhance their skills in handling
customers’ complaint
Short Term – MEASURE & REWARD
OBJECTIVE:

• To measure KEB Hana Bank’s service level and customer’s feedbacks after the implementation of service standard in
branches.

• To motivate all branches by giving rewards and recognitions for branches with the best service performance.

Mystery Shopping: Voice of Customer Survey:

 To measure the consistency of current service  To measure current customer’s satisfaction and loyalty
standard implementation in every branch level

 Identify service standard’s practicality as a based of
the next service standard improvement
 Determine the next Mystery Shopping target
 To have the right understanding of customer’s
expectations as a based of service blueprint
development
 Identify customer’s most important loyalty driver to
develop Service Values and Service Tagline
 Determine the next VOC scores’ target
Mid Term – IMPROVE
• Initiatives:
• Objectives:
 To enhance all service providers’
skills in delivering excellent
service to create loyal customers
 Improve service process by
implementing process
improvement project
 Training for Leaders
 Empower leaders to conduct monitoring
and coaching regularly
 Train The Trainer for “Engage”
Training Program
 Empowering internal trainers to deliver
“Engage” training to all staffs
 Process Improvement
 Identify area for process improvement
 Initiate internal process improvement
projects
Engaging Training
Service mindsets
• Managing Customer Loyalty
through Net Promoter Score®
• Creating Customer Engagement
• Delivering Extra Mile Service
• Creating Business Opportunities
from your Customers
Service Skills
• Building Relationship with
Customers
• Understanding Customer’s &
Colleague’s profile through DISC
• Dealing with Customers with
High Expectation
• Professional Service Language
• Handling Difficult Situation
Long Term – REMODEL
• Initiatives:
• Objectives:
 Establish an strong service
chain process by implementing
service blueprint
 Promote organization’s brand
image
 Service Blueprint Development
 Using voice of customer result as a based
information
 Industrial Measurement Preparation
 Selecting the most suitable industrial
measurement method
 Improvement activities in people,
infrastructure, and process area
 Flagship Branch
 Create a small group of flagship branches
which will be a benchmark in every big city
Service Standard VS Service Blueprint

Service standard Service blueprint