XYZ Bank Customer Retention Strategies: A Systems Thinking Approach

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SYSTEMS THINKING- PART A:
PROPOSAL INDIVIDUAL
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Contents
Introduction...........................................................................................................................................3
Need of System thinking tools...............................................................................................................3
CATWOE Approach for proposal.........................................................................................................3
Conclusion.............................................................................................................................................4
References.............................................................................................................................................5
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Introduction
As a manager of XYZ bank there has been an experience with continuous downfall customers
and services in fast few years. The major reason is increase in competition and the dropping
motivation level of the employees. Thus, the company is trying to introduce some incentives
and extra services for the employees to deal with the issues and making effective policies to
deal with the customer sustainability in the company. The application of system thinking has
been done to make sure effective solutions are made.
Need of System thinking tools
The need of system thinking in this situation is to deliver an effective understanding and
approach that can be used to make effective approach towards the issues associated with
XYZ bank. This can help in understanding the big picture and the pattern associated with the
process. The incentive plan has been launched using following approach (Swanson, et. al.,
2012).
CATWOE Approach for proposal
 Customers: In order to sustain the customers in the bank the employees are needed to
be more interactive and resolution finder in the process. The employees are needed to
be given incentives to retain maximum number of customers (Eva, et. Al., 2012).
 Actors: All the employees are actors as they can deliver effective proposals to the
desired people and should be paid to attend and retain maximum customers. They
must know all the offers and the schemes associated with the promotion of bank and
the services provided. Thus, employees will play prime role in that.
 Transformation Process: The transformation of bank policies and services can only
be done by effective acceptance of values and polices by the people associated in the
bank. This includes employee motivation by monetary and non-monetary incentives.
 World View: The incentive program has been decided based on world view and
world development. The feedback of the customers and the needs of employee has
been studied to deliver long term approach for the same.
 Owner: Being manager its under ownership to look into the needs of employees and
train them in according to the competition and making effective development in
employee performance (Yuniarto, 2012).
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 Environmental Constraints: As per the available resources and the supporting laws
the scheme has been designed to benefit and motivate all the employees for their
contribution and participation in the research.
Conclusion
These CATWOE principles are helpful in developing long-term resources to develop
business standard and structure for future and making effective application of the same in the
development of customer base of XYZ bank. These principles are helpful to develop a
synchronized and effective approach to deal with the issue.
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References
Swanson, R. C., Cattaneo, A., Bradley, E., Chunharas, S., Atun, R., Abbas, K. M., ... & Best,
A. (2012). Rethinking health systems strengthening: key systems thinking tools and strategies
for transformational change. Health policy and planning, 27(suppl_4), iv54-iv61.
Root-Bernstein, R., & Root-Bernstein, M. (2013). Sparks of genius: The 13 thinking tools of
the world's most creative people. HMH.
Eva, M., Hindle, K., Paul, D., Rollaston, C., & Tudor, D. (2014). Business analysis. D. Paul,
D. Yeates, & J. Cadle (Eds.). BCS, The Chartered Institute for IT.
Yuniarto, H. (2012, July). The shortcomings of existing root cause analysis tools.
In Proceedings of the World Congress on Engineering (Vol. 3, pp. 4-6).
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