2. Part 1 : Banking Industries
“There is only one boss, the customer. And he can fire everybody in the company from the chairman on down, simply spending his money somewhere else”
“Without great employees you can never have great customer service”
3. Frontline
(branch B)
Direct Supervisor
(branch B)
Frontline
(branch A)
Direct Supervisor
(branch A)
Direct Supervisor
Call Service Centre
Customers
Higher Level
Manager
Competitors
Serve Serve
Serve
Interact Interact
Interact Interact
Supervise
Supervise
Supervise
Manage
ManageManage
Tap
TRIZ-ing
System Analysis
4. TRIZ-ing
Engineering Contradiction:
The issues faced by customer service from different branches might be similar. They
could share their experiences / challenges among each other to improve the overall
service quality. However, distance and time constrain limit the flexibility of
communication.
Improving parameters:
#24: Loss of information
#33: Ease of operation
#35: Adaptability / Versatility
Worsening parameters:
#9: Speed
#15: Duration of action of moving object
#25: Loss of time
5. BigEyes: Pal-to-Pal Sharing Network
Data sharing between employees
nationally and world widely
Interaction between frontlines and
managing level
Staff appreciation with butterfly
effect
Create friendly atmosphere via
Smile Catching
Shape an intangible
brand to the
customer
Experience
Blogging
Transparent
management
