Branch Workforce Optimization Studies

Branch Workforce Optimization Studies are a critical prerequisite for success with intelligent branch transformation driven by predictive analytics.

With Successful Branch Transformation, your bank achieves target service levels, reduces operational cost, and increases sales effectiveness.

Kiran’s branch studies help:

  • Validate current processes, systems and data
  • Identify gaps and opportunities
  • Increase fidelity of your capacity planning models
  • Prepare for Kiran software implementation

Step One, the Workforce Optimization Audit, usually takes 1-2 weeks to complete.

Step Two, Observations and Data Collection, takes 3-6 weeks depending on the number of branches selected for the study.

Observations are conducted discretely with minimal impact to the staff and no disturbance to the customers using proprietary data collection tools on tablet devices. Work sampling involves observing each branch employee at fixed time intervals. Customer experience data includes customer arrival times, service start and end times, customer wait times, and role of staff member serving customer.

Step Three, Analysis and Reporting, takes 3-4 weeks.

The results generally fall within these three categories:

  • Staff utilization by position
  • Customer arrival patterns
  • Wait time results

Detailed breakdown of activities help with initiatives such as universal banker implementation.

Wait time analysis results show where operational costs can be reduced in overstaffed branches and where sales can be improved in understaffed branches.

To learn more, download the Branch WFO Studies PDF or contact Kiran Analytics.

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