Bgf part1

Black Gold Fish

Part 1 : Banking Industries

Customer Call Centre

“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”

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

ManageManageManage

Tap

TRIZ-ing

System Analysis

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

BigEyes: Pal-to-Pal Sharing NetworkData 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