Reflection – Visualization

Attention Windows in Banking Agency

Challenge

The situation is presented to us, for example, in a banking agency that provides

information (attention to claims, etc.), resolution of doubts, customer service in general,

that sometimes the personnel designated to attend is not enough to avoid agglomerations

of people who request the service or at another time do not have anyone to attend to. The

objective would be to establish a mechanism that allows all people to be assisted in the

shortest time possible and those who have to wait, do not do so for a long time. Likewise,

identify the periods in which the quantity of people requesting attention is minimal or null

and it becomes necessary to consider changing the number of agents attending.

Selection and Application

Visualization can help to have a better picture, or to appreciate it in a broader way

because there are a series of interactions between the people who need to be cared for

and those who provide the services they demand. Some of the queries are usually simple

administrative procedures, but in most cases personal criteria must be used to resolve

them, which implies the need to include human criteria. This type of requested services

raises the level of uncertainty because the time that each person will need to resolve their

situation cannot be calculated with certainty. This type of tool is used because the flow is

not usually constant and can vary constantly not only in the same day, but in entire weeks

or by days (morning or afternoon). The information available is mainly related to the days

when there is the highest traffic of requests and peak hours.

Application

The system is established through the number of people providing the service and the

relationships that occur through the number of people served, if there are more people

providing information, there will be fewer people waiting to be served. The dynamic that

occurs is that there is a certain number of people who need attention and they approach

the windows individually the moment one of these is free. The feedback is given through

the observation and recording of the number of people served in different time slots, so

for example it could be identified that at meal times, the traffic of applicants drops

considerably. We could have emergent cases, for example when some type of withdrawal

of funds is established for certain clients and the bank is chosen to carry out that

transaction, which would constitute a totally atypical situation and the number of people

serving in windows to keep up with the sudden demand. It becomes necessary to consider

these types of situations in order to provide a favorable response when they arise. By

applying Visualization, we could use our anticipation to be able to locate a greater number

of people providing care during “peak” hours and days, and reducing them in those that

have been identified as low visits. The benefits of applying this tool are given because we

consider the different interactions that occur and by being able to see them in advance

we can somehow predict the result of our decisions, which makes us more analytical and

thus we can make better decisions.

Insight

Having applied the Visualization tool, I have been able to have a better vision of the

problem and approach it from different angles, which has been very useful.

I believe that using this tool has been successful due to the ability to adapt to

contingencies that may arise, despite the fact that the flow is expected to maintain a

constant trend over time.

Approach

For situations similar to this, I would always use this Visualization tool, because it

broadens the panorama with which we work and thus allows us to better consider different

approaches; although I would also like to implement the Learning Launch tool, because I

believe that it could provide more information about what clients consult or need and thus

be able to establish a more personalized relationship with them and therefore better

service. This would imply a win-win relationship, which would be very positive for the

bank.


Reflection – Visualization Attention Windows in Banking Agency Challenge The situation is presented to us , for example , in a banking agency that provides information ( attention to claims , etc . ) , resolution of doubts , customer service in general , that sometimes the personnel designated to attend is not enough to avoid agglomerations of people who request the service or at another time do not have anyone to attend to . The objective would be to establish a mechanism that allows all people to be assisted in the shortest time possible and those who have to wait , do not do so for a long time . Likewise , identify the periods in which the quantity of people requesting attention is minimal or null and it becomes necessary to consider changing the number of agents attending . Selection and Application Visualization can help to have a better picture , or to appreciate it in a broader way because there are a series of interactions between the people who need to be cared for and those who provide the services they demand . Some of the queries are usually simple administrative procedures , but in most cases personal criteria must be used to resolve them , which implies the need to include human criteria . This type of requested services raises the level of uncertainty because the time that each person will need to resolve their situation can not be calculated with certainty . This type of tool is used because the flow is not usually constant and can vary constantly not only in the same day , but in entire weeks or by days ( morning or afternoon ) . The information available is mainly related to the days when there is the highest traffic of requests and peak hours . Application The system is established through the number of people providing the service and the relationships that occur through the number of people served , if there are more people providing information , there will be fewer people waiting to be served . The dynamic that occurs is that there is a certain number of people who need attention and they approach the windows individually the moment one of these is free . The feedback is given through the observation and recording of the number of people served in different time slots , so for example it could be identified that at meal times , the traffic of applicants drops considerably . We could have emergent cases , for example when some type of withdrawal of funds is established for certain clients and the bank is chosen to carry out that transaction , which would constitute a totally atypical situation and the number of people serving in windows to keep up with the sudden demand . It becomes necessary to consider these types of situations in order to provide a favorable response when they arise . By applying Visualization , we could use our anticipation to be able to locate a greater number of people providing care during “ peak ” hours and days , and reducing them in those that have been identified as low visits . The benefits of applying this tool are given because we consider the different interactions that occur and by being able to see them in advance we can somehow predict the result of our decisions , which makes us more analytical and thus we can make better decisions . Insight Having applied the Visualization tool , I have been able to have a better vision of the problem and approach it from different angles , which has been very useful . I believe that using this tool has been successful due to the ability to adapt to contingencies that may arise , despite the fact that the flow is expected to maintain a constant trend over time . Approach For situations similar to this , I would always use this Visualization tool , because it broadens the panorama with which we work and thus allows us to better consider different approaches ; although I would also like to implement the Learning Launch tool , because I believe that it could provide more information about what clients consult or need and thus be able to establish a more personalized relationship with them and therefore better service . This would imply a win - win relationship , which would be very positive for the bank .