Bank USA” Please respond to the following:
- From the case study, determine the challenges faced by the Help Desk at Bank USA and suggest strategies to mitigate them.
- Using the data on call volume in the case, select a forecasting model to forecast the short-term demand. Justify why this model was selected over other forecasting models. Support your position.
Case Study
BankUSA: Cash Movement Case Study Delevery wine transfer request is processed first Cash Movement em skys 21 people, with come-first rved. Some of these wires are for mil. managers, 11 associates in contgoing wines, two associ lions of dollars, while others are under $100,said ates in incoming wires, sociates in checks, and Betty Kelly, a 25-year old manager of Cash Movement two associates in other areas. TI annual salary (CME). She continued by saying, “Im also concerned per associate is $30,000 with an additional 30 percent for that al wires regardless of dollar amount go through benefits and overhead costs overhead costs include the the same quality checkpoints and whether we are cost of leasing renting the building, operation of coe staffed correctly.” mon areas such as he cafeteria and meeting rooms, utili Betty left her boss Del Carrs office with many ties, insurance, and photocopy services. related issues on her mind. As Betty workflow is docu sat down in her office chair, Steve mented in Eibits4, with 17 Breslin, supervisor of outgoing detailed steps consolidated into 16 wines, said, “Bettylast week we pro rkgroups activities. The cessed a wire for SSO,000 incorrect bly line could be balanced use to Houston Oaks Bank, and ling the original 47 steps if the times they wont give it backWhat should per step were given they are not) , we do?” Steve, give me the inform but Betty thought she would begin mation, and I call the bank ow by trying to balance the line using said Betty. The rest of Bettys day ore aggregate grouping of work pent recentering this money and with 16 workgroup activities. The 16 discussing several personnel issues, work activities are performed in a sex The Cash Movement (CM tries or sequentially, but how they is respon Speed does make a di transferring money for BankUSA The first stage is external to the any of its customers over internal Cash Monement process 50 percent of all transaction re and involves the front-room interace quests are for individual customers, tion between the customer client) and the remaining requests are for CIM. Here, an electronic commercial business customers. We processed a wire for $80,000 incorrectly transfer request can range from a For examp a customer will to Houston Oaks Bank and now they won’t few minutes to hours trying to help stock and request that cash funds give it back. the customer decide what to do and he went to another institution so include a visit to the customers as a mutual fund, credit union, or hone or office. This external work another bank. The customer will request his or her local activity is not part of the internal process assembly line customer investment manager (CIM) to transfer money balance. The process begins at work activity and ends into or out of the account. The CIM will then request by at work activity 16. e-mail or far that Cash Monement process A wire transfer request can “fail in several ways, tion. All wires must be settled on the same day. with cost consequences to the bank. For example, if The average demand for outgoing wires is 306 wires he wire is processed incorrect tly or is not cony upleted on per day fo 75-hour worl kday. Therefore, the time, the customer’s transaction many fail. The effect of for this demand rate using Equation 8.2 is computed as a failed transaction includes the customer being upset, customers leaving the bank forever, customers refer ring at her friends and relatives to other banks, and I CT – AR (75 hoursday)60 mine possible financial loss of processing the transaction ti + (8306 witnesday) nent business day at a new security prices, BankUSA may (450 minutesday 30s wirestly) have to compensate the customer for a failed transac tion in terms of customer losses due to lost interest came 1.47 min ags on daily price changes plus processing fees. The CHAPTER : Facility and won Design 177
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