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New Post 11/22/2011 6:57 AM
User is offline Shailendra
5 posts
10th Level Poster


Banking - Customer Query Management 

Hi Guys,

I have been working as business analyst for my firm which deals with insurance companies for BPM . Now i got a new task of which i have no clue , where to start from :-

A banking firm want to retire its existing customer query management system and want me to do a due diligence exercise and propose a new solution to them , They already have a query management system along with few more ways of query logging.

Any clues how should i start this process and things that i should take care of while doing the exercise ?

Request your assistance.

 

Regards

Shail

 

 
New Post 11/23/2011 5:42 AM
User is offline AdamITBSA
12 posts
10th Level Poster


Re: Banking - Customer Query Management 

Hi Shail,

Is the intent to build a new system, or to buy an existing system to handle this?  (Do you or the stakeholders know this yet, or is your analysis looking to lead toward a build-vs-buy decision?)

Might be already obvious, but a good approach might be to start collecting the most valuable points they're looking for and start using that as your due dilligence comparison criteria.

* Synch up with your main stakeholders and find out their main usage of the current system, or, what they'd potentially want (e.g. "supports workflow management," "integrates with internal system XYZ," "allows me to map the customer query to the customer service representative who fielded it"). 

* You're building a list of potential features -- abstract this out to a large functional area that encompasses the type of system they're looking for

* Depending on client's needs and time... iterate through this list a bit (get anything from 5 - 20 main features); list them in terms of priority if you can (either with stakeholder input, or use your own judgement... be sure to back it up!)

* Use these high-level features as the comparison critiera in a comparison matrix, and come up with a simple scoring method (e.g. "each vendor is scored 1 to 10, where 10 means their product can perfectly support the feature")

* Identify some likely existing systems/vendors out there, and rate them on the high-level features you defined

This could end up producing a "Vendor Comparison Matrix" spreadsheet or slide deck that you can then use for detailed analysis of options.

-- Adam

 
New Post 11/24/2011 10:12 PM
User is offline Shailendra
5 posts
10th Level Poster


Re: Banking - Customer Query Management 

Hi Adam,

First i thank you for providing your inputs.

The intent is to propose a new Customer query management system solution , they already use 2 different applications and excel sheets to capture customer queries and complaints , need is to retire the current applications and propose an improved , single customer query management which incolves a project plan, pre-requisites, capacity plan, sizing and other project management activities to execute the legacy query management replacement with the proposed customer query management solution.

Yes they would build a solution rather than buying it.

I have prepared many queires , my assignment will start in a weeks time.

One question - The prototype which i present should be of the most complicated feature or the easiest feature ?

Thanks & Regards
shail
 

 
New Post 11/28/2011 4:46 AM
User is offline AdamITBSA
12 posts
10th Level Poster


Re: Banking - Customer Query Management 

Hi Shail,

The question seems a bit loaded: which prototype to present, "the most complicated feature or the easiest feature" (I read that as complicated from a development/implementation point of view).

My thought is to really nail down the client's desires... identify their top needs, and make sure you really get to the heart of the client's useage of the potential new system.

After identification/prioritization of features, it might come down to how your firm deals with such client systems.  Some folks may say to pitch the "most complicated" featureset first, to help with iteratively developing the system to manage risks.  If your organization or the client do work differently (e.g. if your firm has a fixed-price arrangement of some sort), then you may modify your approach/suggestion.

Either way, I think you're on the right track if you start identifying client's needs first and foremost, and only after that put on the filter of complexity of underlying systems/architecture.

-- Adam

 
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