ANALYTICAL REPORT

Analytical Report



Student's Name

Department

University

Date

Name of Facilitator

Designation

University

Dear Mr. Name of Facilitator,

Find the enclosed answers to the Case Study (Item Two) you assigned to us on DATE. The work includes detailed analysis of the present service blueprint by Colonial Savings Bank of Queensland. After the analysis, an efficient service blueprint is formulated to reduce the service delivery time and cost.

I learnt myriad things that are important to form an effective and efficient service blueprint. I find this project exceptionally essential by learning the practically application of theoretical knowledge.

Thank you.

Sincerely yours,

Student's Name

Executive Summary

The service blueprint followed by companies play a robust role in providing value to customers. The current service blueprint followed by Colonial Savings Bank of Queensland has received myriad criticism from the customers. The bank follows the five processes to refinance home loans, which include: loan application, loan processing, loan closing, new account establishment, and loan payment setup. The system seems to depict a manual infrastructure with no central CRM database. The bank has a disturbing and unclear service blueprint from the perspective of the customer. The present infrastructure needs immense customer time and involvement. The company's operations and marketing activities do not complement with each other. The people involved in the service blueprint are not properly connected. The new system will start from an online application of the primary form that will ask a series of pertinent questions to evaluate the creditworthiness of the customer. The maximum time for loan processing will be seven working days. The bank will have a pool of authorized closing agents and the maximum time for processing of this procedure will be three days. The time period after the loan application to the closing will be reduced to only 15 days.

Table of Contents

Introduction4

Analysis of Current Service Blueprint4

Problems in the Service Infrastructure7

New Service Blueprint9

Conclusion12

Analytical Report

Introduction

The service blueprint followed by companies play a robust role in providing value to customers. It is an infrastructure that depicts the service flow from management to the customers. The current service blueprint followed by Colonial Savings Bank of Queensland has received myriad criticism from the customers. It requires immense time delays and customer need to face gigantic hassles to refinance the loans. If this problem persists, the company can face concrete challenger that can restrict its future growth and customer retention.

Analysis of Current Service Blueprint

The current service infrastructure followed by Colonial Savings Bank of Queensland has some basic problems that are causing problems for customers. The current service blue print is more bank centric rather than customers centric. The process of refinancing can be explicated in the following structure:



Stage 1: Loan Application and Rationale

The first process of refinancing starts with filling out a form by the customer and provision of it to the loan agent. The loan agents expound the customer with the availability of different refinancing options available. He provides the calculations to the customer for creating an idea so the customer may decide. Then the customer is required to sign few forms, which is then ...