answer this its about MGMT
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va.docx
VA, NVA and E-NVA identification: #2: Identifying waste in Banks
Word count: NA
Case Problem: A customer goes to his bank to request an International Bank Draft. The process is too slow, the customer wasn’t happy. How can you improve the process?
You have been asked to assist the bank manager to improve the process, your task as follows:
1. Specify the value based on the customer’s point of view.
2. Use the table below to identify the value-adding (VA), the non-value adding (NVA), and the essential non-value adding (E-NVA) activities in this process
3. If you find NVA or E-NVA, Specify the type of waste associated with the activity and explain why do you think it’s a waste?
Note: use the answer sheet provided in (doc.) format
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Activity Set
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VA |
NVA |
E-NVA |
TYPE OF WASTE |
Why |
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1. Customers explains to a Customer Attending Official (CAO) what he wants. |
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2. CAO ask her colleagues about the required information to initiate the Draft request |
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3. CAO ask the customer to fill a Bank Draft Request Form with all details (customer's details, beneficiary details, currency, amount.....) and sign it |
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4. Then CAO calculates the overall debit to customer's account by converting local currency into foreign currency at present rate of exchange and by adding bank's commission |
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5. All details are inserted in the form |
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6. Then CAO gets a blank International Draft cheque and goes nearby to type it by typewriter, filling amount, currency, name of beneficiary, date... |
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7. Then CAO takes the typed Draft, the original request form and her calculations to a supervisor - assuming the supervisor is busy checking other requests, the CAO had to wait. |
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8. The supervisor checks CAO's calculations, checks all data in the form, checks the Draft, and found a missing document the CAO has to go back to customer. |
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9. CAO goes back to the customer to get the missing document |
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10. Then the CAO goes back to the supervisor |
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11. The supervisor checks again CAO's calculations, checks all data in the form, checks the Draft, signs calculation sheet for approval, signs form for approval of debit and inserts his signature in the Draft. |
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12. Then the CAO goes to department manager who checks the calculation sheet, the form, the Draft. |
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13. Then the department manager inserts a second signature on the Draft. |
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14. CAO goes back to her desk |
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15. CAO sorts all paperwork out, files each copy of each paper in the correct place, inserts details of the transaction in her computer terminal including the debit to customer's account. |
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16. CAO ask the customer to come after one hour due to the system malfunction |
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17. CAO finally prints out the Draft and hand it over to the customer. |
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