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Appendix A Framed process Opening A Bank Account at US Bank Event Sub Processes Result Account Assigning Opening Setting up Obtaining Previous ChexSystems Opening Instructing Check New application Customer to discussion account customer account Verification deposits Customer order account banker information verification opened Case For Action Vision Need to Increase Customer Satisfaction Create one-stop customer service Need to reduce banker’s workload Balance the workload among employees Need to reduce teller’s idle time Increase value of work Small and Large accounts are treated evenly Large customers get priority Need to improve efficiency Generate more business accounts Need to reduce fraudulent account Reduce account fraudulence by improving verification accuracy Need to attract more new customers Attract more customer by providing more efficient services Dependent on corporate computer server Reduce system down time Actors Mechanisms Metrics Applicant Customer identification 10 minutes and up to 30 minutes per application Teller Signature cards Improve teller’s performance by increasing 5% workload Banker Account ID cards Improve banker’s performance by reducing 15% workload Wizard Starter checks Reduce customer waiting time by 10 minutes per case ChexSystems Account scoring form Reduce customer complaint by 20% Check order form Increase new accounts by 5% Appendix B Graphical representation of the as-is process Figure 1 Current Process Map for Opening An Account at the US Bank Customer Teller Banker Wizard ChexSystems 0. Notify account application 1. Assign customer to a free banker 2. Hold open discussion - Establish purpose & ownership 3. Set up account - Select account - Select account ownership - Provide disclosures matrix - Brief rules & discipline - Print signature cards actions - Print new account ID cards - Print starter checks - Obtain more information 4. Submit personal information - submit identification - submit Tax ID number - Determine previous 5. Conduct verification account - Check ChexSystems records - Get new account scoring form - Verify account information 6. Make opening deposits & Instruct customer 7. Order checks - Obtain check styles and prices - Mail check order form Appendix C Graphical representation of the to-be process Figure 2 Visional Process Map for Opening An Account at the US Bank Customer Teller Banker Wizard ChexSystems 0. Notify account application 1. Obtain customer information - Ask customer to fill in the New Account Form - Determine previous account - Obtain identification 2. Hold open discussion - Obtain tax ID number - Establish purpose & - Make copies for banker ownership - Introduce different accounts - Select account - Provide disclosures 3. Set up account - Brief rules & discipline - Select account ownership actions matrix - Print signature cards - Print new account ID cards - Print starter checks - Verify identification 4. Conduct verification - Check ChexSystems records - Get new account scoring form - Verify account information 5. Make opening deposits & Instruct customer 6. Order checks - Obtain check styles & prices - Mail check order form Appendix D New Account Form New Account Form PLEASE PRINT CLEARLY NAME:_________________________________ SSN#________________________ DATE OF BIRTH _________________ PHONE:____________________________ (RESIDENTIAL ONLY NO CELL PHONES PLEASE) MOTHERS MAIDEN NAME ____________________________________________ CURRENT ADDRESS__________________________________________________ CITY________________________________ ST__________ZIP________________ PREVIOUS ADDRESS _________________________________________________ (IF LESS THAN 2 YEARS CURRENT) CITY______________________ ST_________ ZIP________ #OF YRS THERE___ DRIVERS LIC#_______________________ STATE ISSUED___________________ ISSUE DATE_______________ EXPIRATION DATE__________________ EMPLOYER_____________________________________ PH#__________________ EMPLOYER ADDRESS _________________________________________________ SIGNATURE___________________________________ DATE: ________________ TO BE COMPLETED BY BRANCH EMPLOYEE: ACCOUNT #________________________________________ SPECIAL INSTRUCTIONS ________________________________________________ ________________________________________________________________________ ________________________________________________________________________ PLEASE HAVE TWO FORMS OF IDENTIFICATION AND A MINIMUM OF $100.00 OPENING DEPOSIT FOR ALL CHECKING AND SAVINGS ACCOUNTS.
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