Learning Launch – Cards Requisition and Delivery Process 

 Challenge 

 I currently lead the Business Process Reengineering department of a financial institution and we   have had serious issues with card requisition and delivery from our mobile banking application .   Customers who request for cards do not receive these cards within the agreed time due to   various reasons . The leadership of the digital group entrusted the responsibility of revamping   this process to my team within a 60day timeline . The key deliverables were to ensure that cards   are delivered to customers who apply from our mobile app within a maximum of 5working days   as against the current occurrence of 10working days or more . Furthermore , the scope of the   project includes ensuring that through the customer journey for card requisition , there is   visibility from end to end . 

 Selection 

 Following several engagements among the team members , we decided to adopt the learning   launch tool in order to test our assumed most feasible approach and come up with possible   prototype that can then be tested in selected branches and replicated bank - wide . 

 Application 

 Our first task was to completely walk through the existing solution and process , identify the gaps   and reasons for persistent delays in the cards production and delivery . This generated a number   of insights which were critical factors in our decisions for the proposed solutions . We held   stakeholder sessions with key process owners , performed sample card requests as customers to   have first hand experience of the actual outputs without any interference , studied the system   along every stage of the request till the point of delivery . 

 Insights 

 Based on our findings , we discovered that there were many handshakes in the card production   process , requiring transfers from one organization to another up to the final delivery to the   customer . We also discovered that in the process of applying for the cards , some customers do   not provide proper addresses for their delivery locations , which in turn impacts on the ability of   the delivery company to locate the customer . Furthermore , several stages of the process were   not captured in the solution , which makes it difficult for staff to track card requests and provide   adequate information to customers when necessary . 

 We then initiated a revamp of the Cards Management Portal , identifying every leg of the process .   We also created a dashboard to monitor requests and created an escalation rule . Thereafter , we   redesigned the card production platform ( inbranch ) to be able to issue “ in - app ” card requests .   This would help us leverage on the existing infrastructure and enable customer ’s requests to be   fulfilled in minutes rather than days . By this , we redesigned the process to ensure that   customers who indicate branch as pick up option can get their cards within 15mins while   customers who indicate home delivery option can get their cards within 24hours . Upon   submission of card request by customer , this request flows to the closest branch for production 

 and immediate dispatch . Thereby , eliminating external vendors who were involved in the   process . 

 Approach 

 In testing this proposed solution , we selected one of the bank ’s main branches in order to have a   reasonable sample size . We programmed a sample request to flow to the selected branch , while   the Customer Service Officer issued the card using the existing Instant Card Issuance machine .   Card was then activated in - app and we attempted some transactions . A key learning for us was   that while the inbranch machine was used to issue the card , the card activation platform was not   compatible with the type of cards . Hence , the first set of cards we issued and activated using the   inbranch card activation platform were not able to perform transactions and the chips of the   cards were damaged . A second trial enabled us to correct this issues and we activated the cards   in - app and was successful . 

 Next plan is to begin a phase by phase rollout of this solution across various regions and   monitor impact on process efficiency and customer satisfaction . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Learning Launch – Cards Requisition and Delivery Process 

 Challenge 

 I currently lead the Business Process Reengineering department of a financial institution and we   have had serious issues with card requisition and delivery from our mobile banking application .   Customers who request for cards do not receive these cards within the agreed time due to   various reasons . The leadership of the digital group entrusted the responsibility of revamping   this process to my team within a 60day timeline . The key deliverables were to ensure that cards   are delivered to customers who apply from our mobile app within a maximum of 5working days   as against the current occurrence of 10working days or more . Furthermore , the scope of the   project includes ensuring that through the customer journey for card requisition , there is   visibility from end to end . 

 Selection 

 Following several engagements among the team members , we decided to adopt the learning   launch tool in order to test our assumed most feasible approach and come up with possible   prototype that can then be tested in selected branches and replicated bank - wide . 

 Application 

 Our first task was to completely walk through the existing solution and process , identify the gaps   and reasons for persistent delays in the cards production and delivery . This generated a number   of insights which were critical factors in our decisions for the proposed solutions . We held   stakeholder sessions with key process owners , performed sample card requests as customers to   have first hand experience of the actual outputs without any interference , studied the system   along every stage of the request till the point of delivery . 

 Insights 

 Based on our findings , we discovered that there were many handshakes in the card production   process , requiring transfers from one organization to another up to the final delivery to the   customer . We also discovered that in the process of applying for the cards , some customers do   not provide proper addresses for their delivery locations , which in turn impacts on the ability of   the delivery company to locate the customer . Furthermore , several stages of the process were   not captured in the solution , which makes it difficult for staff to track card requests and provide   adequate information to customers when necessary . 

 We then initiated a revamp of the Cards Management Portal , identifying every leg of the process .   We also created a dashboard to monitor requests and created an escalation rule . Thereafter , we   redesigned the card production platform ( inbranch ) to be able to issue “ in - app ” card requests .   This would help us leverage on the existing infrastructure and enable customer ’s requests to be   fulfilled in minutes rather than days . By this , we redesigned the process to ensure that   customers who indicate branch as pick up option can get their cards within 15mins while   customers who indicate home delivery option can get their cards within 24hours . Upon   submission of card request by customer , this request flows to the closest branch for production 

 and immediate dispatch . Thereby , eliminating external vendors who were involved in the   process . 

 Approach 

 In testing this proposed solution , we selected one of the bank ’s main branches in order to have a   reasonable sample size . We programmed a sample request to flow to the selected branch , while   the Customer Service Officer issued the card using the existing Instant Card Issuance machine .   Card was then activated in - app and we attempted some transactions . A key learning for us was   that while the inbranch machine was used to issue the card , the card activation platform was not   compatible with the type of cards . Hence , the first set of cards we issued and activated using the   inbranch card activation platform were not able to perform transactions and the chips of the   cards were damaged . A second trial enabled us to correct this issues and we activated the cards   in - app and was successful . 

 Next plan is to begin a phase by phase rollout of this solution across various regions and   monitor impact on process efficiency and customer satisfaction .
### Output: 