Premium Essay

Sme in Bangladesh

In: Business and Management

Submitted By AMINULHAQUE
Words 917
Pages 4
Case Study

SCB (Standard Chartered Bank) Bangladesh

The Smart-Q System enhancing the entire process of its
Customer Service Operations in absolute effective, efficient & systematic methodology.

The End Customer
Standard Chartered Bank is the largest International bank in Bangladesh with 25
Branches and 50 ATM booths in employing over 1,300 people throughout the
Country. SCB is the only ‘Foreign Bank’ in the country with its operational presence in 6 (six) cities – Dhaka, Chittagong, Khulna, Sylhet, Bogra and
Narayanganj. To ensure true Professionalism & Customer Satisfaction concerning its valued clients - The bank has rapidly invested in its Human
Resources Reinforcement, Technological updates and modern state-of-the-art premises environment to constantly maintain its enduring business growth in relation to the country's thriving economy, while acutely possessing the ‘Trend’ to ensure its best service level to stay on the top in this highly paced competitive era. Comparing to other scheduled commercial local & foreign banks in our context – The Bank emphasizes on both Consumer Banking and Wholesale
Banking Services, ranging from Personal & Corporate Banking to Institutional
Banking, Treasury and Custodial services.

The Challenges to Enhance its Customer Service Operations
Even though being complete online, automated and possessing multiple ‘OneStop Teller Management’ process to provide & ensure hassle-free services to the customers, where still in maximum branches the regular scenario shows the crowded environment with long queue of customers, standing and awaiting to get their required services, which usually consumes non-refundable ‘Precious’ time as well as creating an annoying stance among the customers to avail their desired service(s). Concerning such stipulations the Management of SCB was in search of a ‘True Cutting-Edge...

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