Effective Customer Care Executive Assessment

This assignment details a methodical approach to assessing customer care executives, ensuring quality and fairness in the evaluation process. It involves initial screening, utilizing social networking platforms like LinkedIn for headhunting talents, and conducting a fixed assessment center with a panel representing all departments. The goal is to create a fair and effective assessment that helps identify top performers and increase sales. Proper analysis, coaching, and leadership are essential in solving issues and handling them efficiently.

Running head: TQM
NATIONAL COMMERCIAL BANK
Name of the Student
Name of the University
Author Note

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Acknowledgement
I certify that the assignment is done by me, with the help of personal research and study. I have
also acknowledged the sources and the materials that have been used for preparing this
assignment.
I also certify that this assignment has not been submitted previously for assessment related to any
other course. I have also not copied any part or whole of the assignment or plagiarized the
solutions of other students. I have also read the GBS policy related plagiarism and I understand
the implications.

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Executive Summary
In the upcoming discussion, the report is going to describe the different kind of issues related
decrease in sales due to low customer service quality along with issues relating to the sales will
be discussed as well. The main focus of the report is on the National Commercial Bank which
was the first bank in Saudi Arabia that includes various departments like HR, Marketing and
sales, retail banking and commercial banking.
In this report, proper analysis is required to be done on major concern of the respective company
that is relating to the current area and status for the improvement of the total quality management
along with coaching of employees along with hiring of the new employees in the entire
organization as well.
The report will help in analyzing the PDCA cycle wherein the quality improvement team has
helped in finding most appropriate solutions and feedback loop to evaluate and monitor the
performance and this will help in assuring and achieving the published kind of mission as well.
Finally, the proper methodology will be used as this will help in improving the performance in
an effectual manner as well.

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Table of Contents
1.0Introduction.....................................................................................................................5
2.0Finding opportunity of the improvement........................................................................7
2.1Brainstorming technique.............................................................................................8
2.2 Affinity Diagram.......................................................................................................9
2.3 Decision Matrix/prioritization.................................................................................13
2.4 Problem Statement:..................................................................................................14
2.5 Mission Statement:..................................................................................................15
3.0 Organize team of Quality Improvement......................................................................15
4.0 Process Clarification....................................................................................................17
4.1 HR hiring of employees and coaching flow-chart...................................................17
5.0 Uncover cause of the weak capabilities of weak customer care executive.................18
5.1 Fish bone (Ishikawa) diagram.................................................................................19
5.2 Tools for Five Whys................................................................................................19
5.3 Check sheet..............................................................................................................21
5.4 Pareto matrix............................................................................................................25
6.0 Select improvement solutions......................................................................................28
7.0 PDCA (Plan, Do, Check and Act)...............................................................................30
7.1 Plan (Tree Diagram)................................................................................................31
7.2 Do Improvement......................................................................................................34

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7.3 Check Process..........................................................................................................35
8.0 Conclusion...................................................................................................................39
Recommendations..............................................................................................................40
References..........................................................................................................................41

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1.0Introduction
1) Background:
The National Commercial Bank is an organization in Saudi Arabia which has its
headquarters in Saudi Arabia. The core of the company lies in the performance, courage and
quality. The organization was established in the year 1953. The National Commercial Bank has
acquired the position of the biggest banking organization in Saudi Arabia. The company offers
many services like, AlAhli Mobile, AlAhli Online, AlAhli Corp, AlAhliTadawul. The
commercial operations of the organization take place in many areas of Saudi Arabia. The
company consists of an employee base of 9631 people. The operations of the organization take
place in state of the art and high-quality manufacturing facilities (Alahli.com., 2018). The
National Commercial Bank aims at providing a wide range of financial services to the people of
Saudi Arabia. The organization continuously strives for excellence and it applies the total quality
policy to ensure that each of the services that are offeredto the customers are able to meet the
highest standards on an international basis. The various branches of the bank provide services
like, personal banking, corporate banking, investments and the investor relations. The
organization has 512 branches in many different locations in Saudi Arabia and provides its
services to more than 3.3 million customers.
The company focuses on providing high level services to all the customers in the country
with the help of various channels. The bank has been able to lead the way in the Islamic style of
banking and have provided various innovative solutions as an alternative to the traditional
methods to various customers. The mission of the company is mainly based on its core which
deals with providing quality and performance to its customers. The major focus of the company

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is based on the market of Middle East(Alahli.com., 2018). The report is mainly based on the
improvement that needs to be made in the operations of the company. The FOCUSPDCA
technique will be applied by the management of the organization which includes, techniques
liked, multi-voting, decision matrix, brainstorming and further they have the aim to improve the
quality of services that are provided to the customers.
2) Aim & objectives:
The questions that will be answered in the report are as follows,
 What are major issues that have led to the loss of sales?
 What is the major problem in the operation which resulted in loss of revenues?
 What are the roots of the issues that are being faced by the organization?
 Explain the frequency and the probability of the major causes?
 What is the current operating process of the company?
 What are the ways suggested by which the process can be improved?
 Define the major KPIs that are related to the improvement of the company?
 Provide the results and the recommendations?
3) The scope of the report:
 The capabilities that are related to the customer service executives.
 The capabilities of the sales manager to train the employees.
 The recruitment and the hiring related process of the company.
The report will mainly emphasize on the ways by which the performance of the company can be
improved with the implementation of the Total Quality Management model.

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 Brain storming is done for the purpose of collecting new ideas.
 The technique of nominal group is used to encourage the participation of groups
in the organization.
 The technique of affinity diagram and multi-voting is used for the purpose of
organising the ideas and narrowing the areas related to selection.
 The root cause will be identified with the help of fish-bone diagram.
 The check sheet is used to collect the data and quantify the findings.
 Flow chart is used to clarify and further review the steps related to each process.
 The tree diagram is also used for the purpose of moving the ideas from the
general approach towards an approach which is more focussed.
 PDCA model is used as a technique of improvement.
The report includes tabulations and charts which will help in depicting the existing process.
2.0Finding opportunity of the improvement
The General Manager of the organization has decided to start project related to quality so that the
performance of the company and levels of employee satisfaction can be improved. The
management of the company consists of mainly 6 people:
 The General Manager
 The Human Resource Manager
 The Training Manager
 The Branch Manager
 The Assistant Branch Manager
Actions:

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o They reviewed the sales related figures.
o They reviewed the complaints that were placed by the customers.
o The heads of the various units are invited to attend the session of brainstorming.
2.1Brainstorming technique
The process brainstorming is used for the problem-solving related activities of a group.
This is mainly applied when the group consists of people who have different levels of
intelligence and ideas. This further inspires people to produce their creative ideas to the
management (Zaveri et al. 2016). This session is conducted at the beginning of entire project and
it needs to address a question. The brainstorming has been conducted in this analysis,
I. This has helped in ruling out the criticism.
II. The different ideas of employees are welcomed.
III. The management requires huge number of ideas.
IV. The combination of various ideas is important for the purpose of improvement.
The question that was raised by the General Manager of the company was,
What are major required areas of improvement under the current condition of the economy and
the regulations that have been imposed on the expenditure of public?
The flow was developed by the group related to different problems from various different
perspectives which include, Sales, Marketing, Management, Training, HR and employee:
 The increase in turnover of young employees.
 The demonization levels of the employees.
 The strategy which is not focussed on completion.

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 The lack of belief of the employees on the strategies.
 The complaints that are made by the customers related to services.
 The development related plans for the employees are not clear.
 The pathway related to the career of employees is also not clear enough.
 The capabilities of the customer service executives are low as compared to the
representatives of the other organizations.
 The commercial plan for the organization was not attractive in nature.
 The ways of assisting the customers are outdated.
 The executives are not receiving promotions for a long time.
 The executives perceive that the HR works against them.
 The sales of the company are heavily dependent on government sector.
 The KPIs of the organization are related to the performance of the employees.
 The package provided to the employees is also not good enough.
 The vision of the organization is not clearly understandable by the employees.
2.2 Affinity Diagram
This is related to the various different ideas that are generated after the completion of the
brainstorming session. The affinity diagram is effective in handling huge number of ideas.
The steps related to affinity session:
Selecting and blocking the room which is free from distractions and disruptions.
The session is initiated with the explanation that is provided regarding the purpose
of the entire project.

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The posts are placed in a manner so that they are visible all the members or
employees.
The first objective of the project is set with the help of opinions, issues and the
ideas which are based on the natural relationships that are established between
them.
The participants need to be invited so that they can get involved in the process of
creating the groups based on similar ideas (Harboe and Huang 2015).
The participants need to search for the ideas which are related to each other.
The conflicts related to various ideas need to resolved.
The participants need to discuss about the patterns that are identified and then
focus on the various controversial ideas.
The ideas need to group and various headings are selected based on the
categorization of the groups (Widjaja and Takahashi 2016).
The team needs to be ready with to produce the affinity diagram after the session is completed
and the ideas also need to be ready so that they can be further shortlisted.
There are eight major issues that are shortlisted after the completion of affinity diagram which
are,
o The management of the organization can fail to communicate the strategy and
further they fail to make plans regarding the changes in the organization.
o The sales of the organization are heavily dependent on one major part of the
operations.

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o The employees of the organization are not happy about the plans that have been
made related to their development.
o The HR of the company fails to communicate with the various parts of the
company.
o The disruption that has been caused in the stocks of the company.
o The executives are unable to provide satisfactory services to the customers.
o The products and services in the pipeline are also quite poor.
o The customer service executives lack the capability as compared to the capability
that is possessed by the competitors.

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The management of the company has gone
through many changes in the last 5 years.
The employees don’t trust the strategy of the
company.
The communication process of the managers is
quite poor.
The sales of the company depend mainly on the
government sector.
The marketers are not focussed on the
competitors.
The marketing plans are poor.
The turnover of employees is quite high.
The employees are demotivated.
The employees are not convinced with the
strategy.
The products offered by the bank are not
updated.
The products in the pipeline are also weak in
nature.
The services are not up to the mark according to
the standards.
The commercial plans are missing.
The customer service managers are not
focussed.
Figure 1
Management
Marketing
Employees
Company
Sales department

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2.3 Decision Matrix/prioritization
A decision matrix can be defined as a table which will be used to evaluate the various
opportunities available to a business organization. The primary aim of a decision matrix is to see
to it that the business leaders have all options available to them and guiding them to take the
right decision when there are a wide variety of options to their expose. The given matrix was
developed by Stuart Pugh and this is the reason why the method is primarily known as the Pugh
method. A decision matrix goes a long way in taking the subjectivity out of the decision which is
necessary to make after taking into consideration the various factors and criteria’s that are used
when the financial conclusion has to be arrived at. Along with brain storming sessions, the
criteria’s are evaluated.
The criteria guideline is given as follows:
Table 1
Criteria Rank Description
Impact 3 High Impact on the organization
2 Moderate Impact on the organization
1 Mild Impact On organization
0 Little or no the organization
Cost 3 There are no costs to be solved
2 Costs solving requires managing assistance
1 Costs solving requires the approval of the
General Manager
0 The cost solving needs approval above the GM
Resource needed 3 Availability of the resources
2 Availability is not consistence
1 Third party availability
0 Unavailable
Time required to solve 3 The issue can be solved immediately
2 Can be solved within the first quarter
1 Solved within one year

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0 It will take more than an year to solve it
Table 2
Problem Impact Cost Time needed Resource needed Total
problem 1 2,2,2,1,1 8 2,2,1,2,2 9 3,2,1,3,3 12 3,2,3,1,1, 10 39
problem 2 1,2,1,2,1 7 1,1,1,2,1 6 1,0,2,1,1 5 1,2,0,0,1 4 22
problem 3 1,2,1,1,2 7 3,1,2,1,2 9 3,2,0,2,1 8 2,3,3,3,3 14 38
problem 4 0,1,0,0,1 2 1,2,3,2,3
1
1 2,3,1,3,3, 12 2,3,0,3,3 11 36
problem 5 1,2,0,1,0 4 2,2,3,2,0 9 3,1,2,0,0 3 3,1,2,0,0 6 22
problem 6 2,2,1,0,1 6 3,3,2,2,1 8 2,2,2,3,1 10 2,1,3,1,1 8 32
problem 7 2,2,3,3,2 12 0,2,0,0,0 2 0,1,1,0,0 2 1,0,2,0,0 3 19
46problem 8 2,2,2,3,3 12
1
1 12 112,1,3,3,2 1,3,2,3,3 2,3,3,1,2
The group who was responsible for the decision making of the problem chose the
problem relating to the poor service qualities being provided by the executives who represented
the company. The problem lied that these customer care executives were extremely weak as
compared to its competitors and for this reason this would lie as the top priority of the company
and needed to be improved.
2.4 Problem Statement:
In National Commercial Bank, the given problem was identified as it affected the service
quality of the customer care executives. To increase the sales of the bank, the bank generally

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made calls which were required to boost them. However, it recognized that the capabilities of the
customer care executives were weak and that this resulted in a decline of 25% back in 2016.
2.5 Mission Statement:
The primary mission of the team is to work towards improving the training and quality of
the calls which are made by the customer care executives who request the customers to improve
the quality of the products.
This reflects on the radar report and this should result in the employee position from
becoming 5th to number 1 by the end of 2017. This will result in filling the gap in sales and help
the company to grow by 8% in 2016 vs in 2015
3.0 Organize team of Quality Improvement
Each and every team along with department in the organization requires team of quality
improvement wherein the team members are as follows:
Name Title Role
Edvard Manager for training Time keeper
Rhaegar Manager for area sales Scriber
Renesmme Marketing manager Facilitator
Angela Customer care Executive
Jeneffer HR manager
John Accounts manager

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What is the responsibility of the Quality Improvement team?
Definition that is operational in nature
a. What are the different competences and responsibilities of quality of customer care executive?
It is defined as the entire capability of the different customer care executive who has the
entire ability to represent the different kind of features along with benefits of the handling
surprises and handling the situations in a calm manner over the different kind of competitors in
the market with the usage of the different kind of unique characteristics along with negotiation
and satisfying the needs of customers. Proper assess and improvement in the performance of
quality of customer care service will be changed.
b. What is meant by coaching?
It is defined as the main task of the manager of the field force who will help in
developing the different capabilities of the customer care executive through the help of accurate
and proper communication, coaching along with satisfying the different requirements of the
clients and customers in a proper manner.
c. What is appraisal and incentive in customer care executive tasks?
It is the actual method through which the different organizations measure the employees’
performances versus the different key indicators of performance versus the certain kind of
objectives with the help of reaching these standards. It includes the different kind of prizes or
motivational rewards in order to solve the issues effectually.

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Furthermore, the incentive is the actual amount of the money that has to be paid over the
basic kind of salary that will be awarded to the employees after the achievement of the certain
kind of agreed objectives.
d. What are the various departments that are involved in the performance of the customer care
executive of bank?
Training department
Marketing department
Human resource department
Customer service department
4.0 Process Clarification
The entire quality improvement team helps in clarifying the two concerned processes as
the respective flow chart.
4.1 HR hiring of employees and coaching flow-chart

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5.0 Uncover cause of the weak capabilities of weak customer care executive
This is the approach that helps in identifying the underlying the different causes of the
incident that has been occurred as this will help in identifying and analyzing the most relevant
solutions that is required to be implemented. This kind of capabilities is used when something is
not done in a proper manner, however this can be used when something goes in a positive
manner as well. Within the entire organization, incident kind of investigation along with problem

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solving along with root cause analysis are connected fundamentally connected with the three
typical questions: What is the actual issue and problem? Why did it take place? And the steps
required to prevent the circumstances?
The quality improvement will be using two tools that include the following:
5.1 Fish bone (Ishikawa) diagram
The entire fishbone (Ishikawa) diagram helps in identifying the different kind of possible
causes for the effect along with problem. This can be used in an effective manner as this will
help in sorting out the ideas into different successful categories.
5.2 Tools for Five Whys
It is defined as the tool that will help in identifying the root cause of the respective issue
in an effectual manner. Proper determination of the relationship between the different kind of
root causes of the problem will be identified in an effectual manner. It is regarded as one of the

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most effective tools that is easy to complete without the statistical kind of analysis and the five
why steps are as follows:
Identification of the issue along with problem
Ask yourself the question why this problem occurred
It is essential in nature in each and every stage to understand that why this problem has
taken place with the root cause analysis effectively
Properly finding solutions to fix the entire root cause

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5.3 Check sheet
The Check sheets are a method by which it becomes easier to gather the data that is
necessarily important for the decision making. This is the given case because the
decisions can be based on facts instead of being based on ecdotal evidence. The given
table represents a check list that is being used to represent the hypothetical problem.
According to it no to print seems the major cause of defects and requires improvement.
The items present on the check list need to be mutually exclusive and be reasonable
enough so that it is able to cover all the relevant aspects which are important.
The Sales manager training was not performed on the new coaching
model
Table 3
YESS No
C Are the coaching forms filled regularly? no
C Did the bank conduct a training procedure for the executives on a coaching model? no
C Has the coaching report of the executives matched with the model suggested yes
C Has the coaching report been communicated to the HR? no
C Is the coaching tool given significant importance? no
H Does the company have a good hiring process? no
H The kind of candidates that the back hires, matches the norms? no
A Has the appraisal been commendable? no
M Are role plays used in the marketing training session? yes
M
Is the knowledge of the customer care executives tested on a
continuous basis? no
M
Has a joined visit been conducted with the customer
care executives yes
A Is the pay at par with the skills required? no

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H Is their package attractive? yes
Table 5-a

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The number of customer care executives who did not undergo a
sales training (C)
Root Cause
1
The number of newly joined customer care executives who were terminated because they were very
weak.
Root Cause
(H) 2
The candidates in numbers who refused to join because of the weak salary
package (H)
Root Cause
3
The number of executives who did not attend the role play session (M)
Root Cause
4
The number of executives who could not match their performance with the appraisal. (A)
Root Cause
5
Table 4

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ROOT
Cause
Root Cause
1
Root Cause
2
Root Cause
3
Root Cause
4
Root Cause
5
Q1 36 17 8 5 3
Q2 32 11 5 3 25
Q3 23 27 2 6 14
Q4 18 30 10 8 5
Total 2016 109 86 25 22 47
Table 5
Problem 2016 Frequency
The number of customer care executives who did not
undergo a sales training
10
9
The number of newly joined customer care executives who were terminated because
they were very weak.
86
The candidates in numbers who refused to join because of the weak
salary package 25
The number of executives who did not attend the role play session 22
The number of customer care executives who could not match their performance with
the appraisal

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5.4 Pareto matrix
A Pareto chart can be defined as a bar graph and the lengths of the bars are a
representation of the cost whether in terms of money or time or the frequency and are primarily
arranged in an ascending manner. This means that the longest bar is placed on the left and the
shortest one is placed on the right. This helps the decision makers to understand and have a
deeper concept about the situations which are more significant than the others
The procedure of the Pareto Chart is given below:
1. The decision with respect to the categories that will be existing need to be made
2. The appropriate measures will be taken. The most commonly used measures are
quantity, cost, time and frequency.
3. The time period of the Pareto Chart needs to be covered with respect to the time in
weeks, days, year or a month.
4. The data which will be represented needs to be collected and recorded in the
categories every time. This step may also include assembling the data which is
already present.
5. The next step involves totalling of the measurements with respect to each
category.
6. The scale of the measurement needs to be determined. The largest subtotal
from the previous step will be the maximum value. If the company decides to

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engage in Steps 8 and 9 then, the maximum value which is chosen becomes
the sum of all the sub totals from the various steps. The scale needs to be
marked on the left side of the chart.
7. The step seven involves construction of the label bars for each category. This
is done by placing the tallest one on the left and the second tallest next to it
and like that. Very often there are many categories where the size of the
measurements is too small and for this reason, they are grouped under the
`other` category.
The given steps are optional for the company but are generally used as they
are useful in cases of communication and analysis.
8. The percentage is calculated for each category. This is done by dividing the
subtotal of a particular category by the total of all the categories vertical axis
is drawn on the right and the diagram is labelled with the given percentage. It
should be seen to it that the two scales match accordingly. If the left
component comprises of one-half then the other one should be exactly
opposite on the right part.
9. The cumulative sums must be drawn and calculated. Firstly, the subtotals are
added for the first and second categories and a dot will be placed above the
second bar indicating that it is a sum. The third category must be added to this
sum and then a dot must be place above it. The given step must be continued
till the end. The dots should be connected and it should be seen to it that the
dots on the right-side reach 100 per cent.

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Table 6
Problem Root
Cause 1
Root
cause 2
Root
cause 3
Root
cause 4
Root
cause 5
Frequency 109 86 25 22 47
Cumulative 109 195 329 351 398
Percentage 38% 30% 9% 8% 16%
Cumulative
Percentage
38% 67% 76% 84% 100%
Root Cause 1 Root cause 2 Root cause 3 Root cause 4 Root cause 5
0
50
100
150
200
250
300
350
400
450
Pareto Analysis
Frequency
Cumulative
series
Chart 1
From the given Pareto matrix, it can be seen that the given problems need to be solved:
Customer care executives need to be trained on the new coaching model
The hiring process is not clear and there exists no SOPs for the Recruitment
process.

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6.0 Select improvement solutions
Brainstorming
After the given resources were reviewed such as the Customer feedback, Questionnaire
and the customer care executive report, the QIT had formed a flow from different solutions
with different perspectives like the Marketing, Sales, Management, Training, employee,
HR and Sales.
`The customer care executives were not trained on the new coaching
modules`
The executives need to be trained on the new coaching module.
The bank needs to conduct regular coaching sessions.
Senior management participation
Inculcating necessary changes.
A decision matrix was prepared for the given solution
Table 7
Criteria Rank Description
Impact 3 High Impact on the organization
2 Moderate Impact on the organization
1 Mild Impact On organization

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0 Little or no the organization
Cost 3 There are no costs to be solved
2 Costs solving requires managing assistance
1 Costs solving requires the approval of the
General Manager
0 The cost solving needs approval above the GM
Resource needed 3 Availability of the resources
2 Availability is not consistence
1 Third party availability
0 Unavailable
Time required to solve 3 The issue can be solved immediately
2 Can be solved within the first quarter
1 Solved within one year
0 It will take more than an year to solve it
Table 8
Problem Easiness Least
Cost
Time needed Resource
Availability
Tota
l
Solution 1 3,2,2,3,2 1
2
2,3,1,2,2 1
0
3,3,2,3,3 14 2,2,2,1,1, 8 44
Solution 2 1,1,2,2,2 8 1,2,3,1,,1 8 1,2,1,3,1 8 1,2,3,0,1 7 31
Solution
3
1,1,3,1,3 9 2,3,2,1,2 1
0
1,3,1,2,1 8 2,1,1,3,3 10 37
Solution
4
0,2,0,0,1 3 3,2,1,2,1 9 1,0,1,3,1, 6 2,0,3,0,1 6 24
`The unclear hiring process and the system not being clear`
The talent process can be made clear and well defined.
The hiring agency facility has to be changed.
Raising their salary package
Only executives with extra experience shall be hired.
Assigning comittees

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A decision matrix was prepared for the given solution
Table 9
Problem Easiness Least
Cost
Time needed Resource
Availability
Tota
l
Solution 1 3,1,2,3,1 1
0
2,3,2,2,2 1
1
3,3,2,3,3 14 2,2,2,1,1, 8 43
Solution 2 1,1,2,2,3 9 1,2,2,1,,2 8 1,2,1,3,2 9 1,2,3,0,3 9 35
Solution
3
1,0,3,1,1 6 2,2,1,1,2 8 1,2,1,3,1 8 2,1,3,3,3 12 34
Solution
4
1,2,1,1,2 7 2,1,1,2,1 7 1,2,1,2,2, 8 2,1,3,0,1 7 29
Solution
5
1,2,1,3,0 7 1,2,1,1,0 5 1,3,3,2,1 10 2,1,2,0,5 10 32
7.0 PDCA (Plan, Do, Check and Act)
The PDCA cycle is defined as the continuous improvement cycle model that consists of
logical kind of sequence of the repetitive steps for brining the continuous improvement along
with learning that includes plan, do, study and act. The respective PDCA cycle is known as the
Deming Cycle that is the spiral of continuous improvement. Mr. Walter A. Shewart has
introduced the PDCA cycle in the year 1920 with the help of the eminent statistics. The different
gurus of the total quality management who has helped in understanding the different issues that
can be faced by the companies while implementation of the quality management models. With
the implementation of the PDCA cycle, Shewart has been able to understand the different kind of
planning that will help the companies in acting accordingly (Zaveri et al. 2016).

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7.1 Plan (Tree Diagram)
The quality of the customer care executives is not up to the standard and there has been
huge decline in the sales of the bank as well. The plan tree diagram is essential in nature as this
will have negative cause on the different activities of the bank as well. Proper workshops have to
be conducted by the respective bank as this will provide training to the customer care executives
and introduce a clear process for hiring the best talents in the entire market.
Proper ascertainment is required in nature as this will provide sufficient tool for coaching
as this will boost the coaching provided to the customer care executives. The upgradation of the
coaching materials is required to be done as to select the best candidates and improve the
selection in an effectual manner. proper fairness of the different opportunities is required to be
created as this will help in assisting and tracking the past records and conducting the assessment
centres.
The upgradation of the different coaching materials is essential in nature that will help in
understanding the initial screening of the different employees in the respective organization
effectively. The motivational factors have to be analysed and appreciated in the organization that
will create huge incentives for the candidates and offer them rewards accordingly as well. The
workshops are required to be maintained by the bank for the employees and this will create clear
process effectually. With the help of the tree diagram, it can help in understanding the different
steps that is required to be taken to implement the steps in an effectual manner.

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Improvement in quality
of customer care
executives vs
competitors
Workshop has to
be conducted
Defining clear
process of hiring
talented individuals
Opportunity fairness
Improvement in the
process of selection
Selection of the best
candidates
Providing sufficient tool
for coaching
Boosting the coacher
who is best
Up gradation of coaching
tool
Increase believe in the
tool of coaching
Panel kind of interview
Usage of the different
social websites for
selection candidates
Conducting the
assessment centre
Initial screening is
required to be done
effectively
Updating the entire
template of coaching
Announcement of the
awards for the best
coacher
Training material has to
be purchased
Tracking records for
improving employee
performance

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7.2 Do Improvement
Proper procedures and steps are required to be followed by the different officials of the
respective bank that will help in providing procedures along with analysis of the time that is
required to complete the entire tasks effectively. The respective table will help in analyzing the
different procedures along with the different requirements and the person who will be
performing the activities effectively (Martens and Carvalho 2015).
Process By whom will it be
conducted and done
When
Tracking of the
different kind of
records from the actual
effect of the high-
quality coaching on
the different
performance of the
customer care
executives
Training and
development manager
of the organization
March 2017
Buying of the training
materials from
Harvard or oxford
Training and
development manager
February 2017
Update the template of Training and March 2017

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coaching development manager
Conducting the
assessment centres
Initial kind of
screening has to be
conducted for the
different employees
Human Resource
Manager
February 2017
Announcing the
reward for the best
coacher
Head of the respective
department
February 2017
Panel Interview Human Resource
Manager
March 2017
7.3 Check Process

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From the above diagram, it can be analysed that proper continuous feedback loop is
essential in nature as this will help in understanding the feedback loop that is the evaluation tool
that helps in indicating the entire process whether it is going in an effective and right manner.
The evaluation tool of feedback loop helps in indicating that the process is going the correct way
is the actual number of the customer care executives under the qualitative standards that are as
follows:
All the customer care executives should focus and succeed in the knowledge exam that
cannot be less than 81% in each quarter
The customer care executives should do should try to satisfy needs of customers
Each and every customer care executives have to perform more than 3 group meetings
along with full presentation at least one per month wherein one such visit has to be
accurate in nature
All the different key performance indicators have to be monitored in an effective manner
on the monthly basis with the help of the two proposed solutions are as follows:
 Proper conducting of the different workshop on the module of the new coaching
 Defining the clear and unique process that will be applicable for hiring along
with talent acquisition
Therefore, proper check on the improvement along with success of the solutions has been
done that will help in creating impact and this will help in collecting the monthly report that will
help in reflecting the entire quality of the customer care executives that was based on the key
performance indicators.

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Proper collection of the data is required in nature as this will help in analyzing the
qualitative data in an effectual manner. Proper modification is required to be done in order to
understand the requirement of the continuous improvement in the entire culture of the
organization in an effective manner.
The unqualified materials have to be done in an effectual manner that will help in
repeating the process of training and development that will help in improving the process of the
human resource management. Proper check sheets have to be created in order to understand the
difficulties of the customer care executives along with analysis of the different requirements that
has to be done in order to improve the process effectively.
With the help of the below diagram, the proper analysis can be done in an effectual
manner that will create huge ideas for the success of the plan along with the entire
implementation of the plan. The assurance of the different number of the customer care
executives of National Commercial Bank has to be analyzed effectively that will help in
increasing the sales and customers of the bank effectively.

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Checking the sheet to assess the success of the planning and implementation
Table 11
The number of sales manager who did not have coaching
(C) Root Cause 1
The number of sales members who were terminated
between 1-3 months as they were very weak.
(H) Root Cause 2
Table 12
Frequency Frequency Frequency Frequency 2015
ROOT Cause Q1 Q2 Q3 Q4 Total
Root Cause 1 9 6 7 6 28
Root Cause 2 4 4 3 5 16

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Checking for improvement:
Table 13
Problem Before After
(2015) (2016)
The number of managers who did not take coaching earlier 98 25
The number of representatives terminated as they were weak. 57 16
8.0 Conclusion
Therefore, it can be concluded that the entire report has been able to cover the analysed
results of the different critical kind of processes along with root causes of the entire failure to
deliver the project in a successful manner. Proper solutions have been suggested that will help
the bank in enhancing the quality management along with analysis of the performance of the
each and every process along with the involvement of the major departments.
The different kind of critical processes are considered in an appropriate manner that are
the core kind of competencies in the existing kind of processes. The process includes the
employee coaching process along with recruitment process in the HR management as well that
will help in carrying out the different kind of analysis and utilization of such analysis will help in
including the decision matrix, root cause analysis that includes the fish bone analysis along with
Pareto chart and FOCUS PDCA cycle.
The different kind of main questions has been tried to be answered in the entire report
under the economic conditions along the new governmental regulations on the entire public kind
of expenditure. The different main areas of the improvement have been analysed in the entire

39TQM
report wherein the main areas of the improvement have been highlighted and the one that is
affecting the performance of the organization as well.
Recommendations
There are different kind of recommendations that has to be analysed in an effectual
manner that will help in inclusion of the coaching process of the employees. The employee
coaching process is required to be adopted wherein the field force quality is essential in nature in
the banking field that is done and this will help in improving the quality with effective quality
coaching and the report helps in recommending the below points:
Proper boosting is required to be done in order to improve the behaviour of the
employees with the help of recognition of the best kind of coaches. The change in the module of
the coaching and attaining the new module of coaching from high and reputable site will help in
reviewing the different issues and solving them effectively. Proper reviewing of the different
kind of panel interview has to be done as this will help in understanding the different issues and
solve them in an effectual manner as well. proper revisiting the different kind of issues and
solving them effectively with the usage of the social and HR recruitment process.
Revisit the coaching template that is required in order to understand the different Human
resource questions. The recruitment process of the human resource is considered as the backbone
of the successful kind of organization as this helps them in grasping different kind of new
opportunities in the entire competitive market and this creates positive impact on the entire bank
as well. The societal kind of responsibility will help in recommending the different kind of points
that has to be undertaken as this will help in ensuring that the different analysis is required to be
done in an effectual manner.

40TQM
The report has tried to recommend the different points that include the following:
Conducting the initial screening for the applicants to ensure that will help in meeting the
criteria
Use the LinkedIn along with social networking as the source for headhunting of the
talents
Formatting a panel representing all the departments in the entire organization as this is
the essential part of the entire assessment to ensure it helps in creating fairness along with
quality of the work that has been performed
Conducting a fixed kind of assessment centre that will help in ensuring proper quality in
an effectual manner as this will help in understanding the different kind of analysis as this
will help in understanding the issues and solving them to increase the sales of the bank in
an effectual manner
Therefore, this is recommended that all the above steps have to be followed effectively as
this will help in creating huge impression on the customer care executive’s performance along
with increasing the entire sales and increasing the number of customers of the bank as well.
Proper analysis is required to be done in order to understand the different issues and solving
them in an efficient and effectual manner. Proper coaching along with leadership is essential in
nature in the organization as this will help in solving the issues and handling them in an effectual
manner.

41TQM
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