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Operations Management
Account Opening in Blue Bank - Part B: Root Cause Analysis
Published:
Mar 31, 2023
The fictional case is set in 2023 when Blue Bank, a rural retail bank, was set up to respond to the economic distress surfacing in the U.S. state of Mississippi. The motivation was to reduce the proportion of unbanked adults in the rural parts of the state and thereby create a primary credit supplier to businesses for economic development. The case, which focuses on solving the higher turnaround time (TAT) problem of the account opening process at Blue Bank, is presented in two parts, with Part A focusing on the process lens and Part B on the data lens. In Part A of the case, Jim Chenault reviewed the progress of the bank's performance in June 2022. The start was successful, with 40 branches opened in the rural parts of the state. However, the 48 hour promise that the bank made to customers for account opening was often violated, as the decision-making steps, handoffs, and transactional activities associated with account opening concealed process deficiencies. Chenault wondered if he could map the process to understand it end to end.
Learning Objectives
The central objectives of the case (Part A and B) are the following:
- Understand how to map a process by using flowchart and swim-lane process mapping techniques.
- Facilitate critical thinking and decision-making through root cause analysis by using qualitative and quantitative analysis.
- Understand how to validate root causes by using statistical and graphical tools.
Pub Date:
Mar 31, 2023
Discipline:
Operations Management
Subjects:
Operational Effectiveness, Operations and Supply Chain Management, Problem Solving, Process Analysis, Project Management, Quality Management
Source:
Indian School of Business
Product #:
ISB371-PDF-ENG
Industry:
Financial service sector
Geography:
India
Length:
5 page(s)
₹399.00
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Operations Management
Account Opening in Blue Bank - Part A: Process VisualizationThe fictional case is set in 2023 when Blue Bank, a rural retail bank, was set up to respond to the economic distress surfacing in the U.S. state of Mississippi. The motivation was to reduce the proportion of unbanked adults in the rural parts of the state and thereby create a primary credit supplier to businesses for economic development. The case, which focuses on solving the higher turnaround time (TAT) problem of the account opening process at Blue Bank, is presented in two parts, with Part A focusing on the process lens and Part B on the data lens. In Part A of the case, Jim Chenault reviewed the progress of the bank's performance in June 2022. The start was successful, with 40 branches opened in the rural parts of the state. However, the 48 hour promise that the bank made to customers for account opening was often violated, as the decision-making steps, handoffs, and transactional activities associated with account opening concealed process deficiencies. Chenault wondered if he could map the process to understand it end to end.
Learning Objectives
The central objectives of the case (Part A and B) are the following:
- Understand how to map a process by using flowchart and swim-lane process mapping techniques.
- Facilitate critical thinking and decision-making through root cause analysis by using qualitative and quantitative analysis.
- Understand how to validate root causes by using statistical and graphical tools.
Vijaya Sunder MPublished: Mar 31, 2023