Presented by: Group No. 8

Case Overview Menton Bank was the largest bank in the region It has always been focusing on corporate

business Needs to focus on retail consumer banking

business New CEO was appointed and reorganization of

the bank was undertaken The position of head CSR was going to be vacant

in a few days Three candidates were considered for promotion

to this position

Steps Taken By Bank• Created new bank technology team.• Tripled the number of automated teller machines.• Branch renovation program designed to improve the

cosmetic appearance of the branches.• Introduction of Electronic banking from remote locations• Introduction of automated telephone banking.• Introduction of home banking via internet.• Central customer service office to solve customer’s

problems • New financial products had been introduced at rapid rate.• Introduction of new training programs.

Hierarchy Of Positions

Comparison between CSRs and CARs

CSRs as well as CARs both maintains best customer relations by being friendly to the customers

Both the CSRs and CARs satisfy the customers but as the CARs are for solving customer’s queries, they have to be more sensitive towards customer satisfaction

Strengths and Weakness Karen Mitchell

Jean Warshawski

Curtis Richter

Group’s viewKaren Mitchell should be appointed as head

CSR because:She is more experienced as compared to

other candidates.If we look at new job demands of head CSR

we find that accuracy and efficiency are the most crucial aspect.