CASE STUDY:1
KB Bank provides loan to customers on interest on reducing
balance system.This reduces monthly payment burden on loan customers.Recently
bank installed a new software CALCULUS for calculation of customer’s EMI’s.It
proved to be a costly decision,the software not only gave wrong figures but
also was non functional in peak hours.Inspite of repeated complaints the bank
neither improved nor replaced the software.Many customers transferred loans to
other banks.The others sought legal help for grievances.The loan department
which was usually flooded with fresh loan applications,is now full with legal
notices. To resolve the issue the bank immediately called a ‘Emergency
Meeting’of loan executives to repair the damage.The outcome was fruitfull
within three weeks grievances were settled.Bank also sent apology letters to
customers.Soon legal notices were replaced by peaceful agreements.Majority of
the bank customers retained their loyalty and happily reunited with their
preferred bank.
Bring out the problems created by CALCULUS software
In what way the Emergency meeting helped the bank.
CASE STUDY:2
GS corporation is a reputed name in customer service and
quality IT products.it usually keeps database of every transaction with central
database of mumbai near its headoffice every week. Like any usual weekday the
Delivery person Mr Hegde was handed over the task of taking the CD back up from
headoffice and store in database system at Thane,unforunately he misplaced the
same in the mad train rush,but had the courage to say the truth in the board
meeting of same day.The board just told to be careful in future but immediately
informed the client Kicksson Ltd that their data has been lost and they are
free to impose any penalty on the company.The client got furious not only it
cancelled the deal but also reported in newspapers about the loss created by GS
corporation.This way many clients backed out the company but many new and big
clients like Tata Infotech also joined learning about transparent policy of company
to deliver true informationt o customer.Now GS corporation is a happy vendor
for the biggest IT company inIndia all due to its fair dealings.
Q.1 Is it right to just let go Mr Hegde for the mistake.?
Q.2 Do you think company benefited by its truthful policy to
customers?
