This is an Real experience i came across which is one of the ladder i climbed to put myself in Spot light. it was my new job and am very new to Japan its being three months passed in a department which i placed. I was trying hard to learn those people and environment. I got a project to join in eight members of team am the one of the junior and inexperienced member.
Project is to do an RCA ( Root Cause Annalise) for a customer escalation. Problem is a new premise was constructed for Processing center in Tokyo building is big expensive. Three floors is for some customer Process. First floor is for customer waiting lobby second and third is the processing center. customers is complain that staff wasting their time in processing so customers switching to some other banks which makes our bank to loosing our valuable customers and this complaint is escalated to higher level. our team investigated past and present customers and staffs. after gathering the information we done a motion study for timing which we cant reduce less than three hours 1.30 hours is needed for government approval 30 minutes if for our process and due to the customers flow will take 45 minutes to 1 hour so it take customers valuable time of 3 hours which is negotiable. after an RCA Our team head submit the report to increase the man power and work station which is not possible we don't have adequate space to increase. so they advice to switch the building premise. our HO is not satisfied with this solution because switching to another premise is big expensive. already huge amount is invested for present premise.
Actually Japanese Mentality is they want to busy with some thing may be books, games, what ever they don't like to sitting idle. with this scoop i suggest an idea. Why cant we entertain our customer during there waiting time. but my project head and members Laughed at me but my superiors and HO is just ask me to try that. so i installed flat computers monitors in waiting lobby which flashed with News head lines, weather forecast, Sports News. Some trivia GK questions & answers & filled the premise with interesting stuffs like Indian Paintings and sculpture, and some musics to smooth the Ears...Believe it or not customers were really enjoyed those environment reading the news and soothed and relaxing music brings the escalation to Zero. This creative solution for a problem makes me a mark in my carrier. i was appreciated where ever crisis raised my superiors refer my Name.
No matter what job you take, not a day will pass without some kind of problem. certain basic skills can equip you to turn those problems into opportunities. become a problems solver where you work, and you'll make yourself an asset to your company.
"Some People Make Things Happen.
Some People Watch Things Happen &
Some People Say What Happened"
Choose Your Choice.......
Cheers.....
Kevin Xalvis.
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