Bank Alfalah Ltd.

BY: Rubab Babar Farah Saeed Aniqa Touqir Zaha Haider

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INTRODUCTION

Bank Alfalah Limited is a private in Pakistan owned by the Abu Dhabi Group.

bank

Bank Alfalah was incorporated on June 21, 1992 as a public limited company under the Companies Ordinance 1984. Its banking operations commenced from November 1, 1992.
The bank is engaged in commercial banking and related services as defined in the Banking companies ordinance, 1962.
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VISION
To be the premier organization operating locally & internationality that provides the complete range of financial services to all segments under one roof.

 The Quality Assurance department of Bank Alfalah prepares and presents Quality Reports in order to highlight the service quality of all activities performed by its branches to satisfy ultimate customers under the slogan The Caring Bank.

For this purpose different measures are defined to evaluate the service quality at branch level. Moreover, this Report is designed to provide an overview of the service quality performance of the bank.

Mission statement

To develop and deliver the most innovative products, manage customer experience, deliver quality service that contribute to brand strength, develop a competitive advantage and enhance profitability, thus providing value to the stakeholders of the bank.

Quality control
In this Presentation we are only considering the ATM and online banking for analysis. Automated Teller Machine (ATM)
The bank offers 24 hours self service banking facilities on country wide basis. This allows the banking facilities such as cash withdrawals, cash deposits, funds transfer, balance inquiries and account statements. All ATMs are linked through a state-of-the-art Satellite Based Communication System which offers 24 hours real time service
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On-Line Banking

The Bank provides fully automated on-line telephone banking facilities to its customers enabling them to carry out banking transactions like balance inquiries, statement requests, product information and exchange rate.
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Dimensions of Quality
Performance
The performance of the ATM machines and the online transactions are constantly analyzed and viewed for nonconformance and measures taken if it is not up to the mark.

Reliability
The bank makes sure the data being collected is accurate and security measures are taken for data to be protected at an individual and company level

Serviceability
The bank provides services to its customers that are reliable and fully satisfy their needs

Features
The ATM machines and online transaction process has features that are user- friendly

Perceived Quality
Alfalah is known as The Caring Bank hence its customers perceive quality to be of high standards

Quality Characteristics
Alfalah has developed a good reputation among Pakistan banks and has made innovations in customer care and services, by discovering newer avenues of clients benefit. These achievements have been preceded by concerted efforts to provide highest levels of service and value to its customers. This customer-focused strategy has enabled Bank Alfalah Limited to evolve as a single source financial service provider of corporate and retail banking services and regarded highly by its customers.
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Usage of the Deming points

Creating constancy of purpose toward improvement of its service, with the aim to become competitive and to stay in business, and to provide jobs. Adopt new philosophies by awakening to challenges, learning responsibilities, and taking on leadership for change. Improve constantly and forever the system of providing service, to improve quality and productivity. Institute training on the job. Institute leadership. The aim of supervision should be to help people do a better job. Supervision of management is in need of an overhaul.
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 Drive out fear, so that everyone may work effectively for the company. Break down barriers between departments so people in all departments can foresee problems and encounter them effectively. Remove the barriers that rob hourly workers, and people in management, of their right to pride of workmanship. Institute a vigorous program of education, and encourage selfimprovement for everyone. Bank Alfalah provides training programs for all its branch managers in order to encourage them and keep improving. Top management's permanent commitment to ever-improving quality and productivity must be clearly defined and a management structure created that will continuously take action to follow the preceding 13 points.
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Quality costs
Quality costs faced by bank Alfalah are:

Prevention
Quality engineering Quality training spc

Appraisal
Breakdown of server Downtime caused by quality problems Debugging software

Internal External
Cost of field services and handling complaints Lost customers arising from bad reputation of poor quality
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Cause and effect diagram For ATM and Online Transactions

Jammed cash dispenser
Machine service
Out of journal roll Lack of supervision

Out of cash

Proper check Generator issues

Functional issues With ATM and online transactions on occasions(Eid)

MCRW (memory card reader writer)

Load shedding

Server down
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Connectivity issues

UCL

ATM Analysis
CL

LCL

This is an R-bar chart with a lower control limit of 90% , a mean or target value of 95% and an upper control limit of 100%. It shows how data is above the target value showing an improvement in ATM performance.
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Wait Time Trend Analysis for OnLine Transactions:

The main reasons of higher wait times were: Connectivity Issues with other branches AML(Anti money laundering software) requirements at online counters delay the Turn around time(TAT)
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BANK ALFALAH Trend Analysis:

90%& Above =Excellent 80% & Below = Satisfactory 70% to 79% = Good 60% & Below = Not Acceptable

BAL assessment score for February-2011 is 81.47% which falls in Good category. This overall assessment score is based on Branch Environment, Customer Service, and Quality Assurance Measures, Number of Hilal Card return applications, and Black & Red Tagged factors, which QA officers verifies during physical visits 16 and data compilation of BAL branch premises.

We hope this presentation was informative!!

Thankyouuuu :-D

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