Performance improvement in service organisations

Provided by eg solutions

Research in the USA retail banking sector suggests that at the turn of the century, 70% of customer transactions were still undertaken by face-to-face contact in High Street branches. By 2005 this had reduced to 42% and it is predicted in 2010 it will account for only 30% of service transactions (Corporate Executive Board 2006 – Lean Manufacturing for Financial Services).

These face-to-face transactions have been replaced by telephone; internet and ATM entered requests routed to large Contact and Processing Centres. This pattern is being repeated in service organisations across the world.

 

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