Scoreboard for Managing Bank Teller Performance Variability

• US 20090299828A1
• Filed: 11/26/2008
• Published: 12/03/2009
• Est. Priority Date: 05/30/2008
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Johnston, Rob W. JR., Riddick, Thomas
• Application Number:
  US12/323,826
• Publication Number:
  US 20090299828A1
• Time in Patent Office: Days
• US Class Current: 705/35
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes

Abstract

Methods and systems for a performance measurement are disclosed to reduce teller performance variation. The process may generate individual and organizational report views of both actual performance and process capability of banking tellers. The performance may be based on one or more actual teller or teller-related performance metrics. The performance may then be compared to, for example, “Best-in-Class” performance, ranked amongst others, and/or analyzed for trends and process capability. Finally, underperforming tellers may be coached for improvement in those areas where rankings were low.

Claims

1. A tangible computer-readable medium storing computer-executable instructions configured to cause a processor to perform a method comprising:

a. receiving performance information for a plurality of bank tellers, wherein the performance information relates to a plurality of performance metrics being measured for each bank teller for which performance information is received;

b. processing the received performance information to generate at least one report relating to performance for the plurality of bank tellers, wherein the report comprises, for at least one performance metric, a determined performance level from a plurality of possible performance levels for each of the plurality of bank tellers; and

c. displaying the determined performance levels for at least one of the plurality of bank tellers for the at least one performance metric.

2. The computer-readable medium of claim 1, wherein the determined performance level is determined from a predetermined percentage of top performing bank tellers for any given performance metric.

3. The computer-readable medium of claim 1, wherein the report further comprises a determined overall performance level for each of the plurality of bank tellers.

4. The computer-readable medium of claim 1, wherein the method further comprises:

d. providing a coaching tool to any of the bank tellers performing below a threshold performance level, wherein the coaching tool provides coaching to improve performance specific to the at least one performance metric.

5. The computer-readable medium of claim 1, wherein the report comprises performance levels for a plurality of performance metrics, and the method further comprises:

d. providing a coaching tool to any of the bank tellers performing below a threshold performance level for any of the performance metrics, wherein the coaching tool selects behaviors pertaining to the performance metric needing improvement and develops an action plan for the bank teller.

6. The computer-readable medium of claim 1, wherein the method further comprises:

d. generating a usage report for at least one bank teller that shows a number of days in a given period that the teller viewed the report relating to performance for the plurality of bank tellers.

7. The computer-readable medium of claim 1, wherein the method further comprises:

d. generating a detailed report for a particular bank teller.

8. The computer-readable medium of claim 1, wherein the method further comprises:

d. generating market level report reflecting overall performance by bank tellers at various bank branches within a given market.

9. The computer-readable medium of claim 1, wherein the method further comprises:

d. generating regional or divisional level report reflecting overall performance by bank tellers at various bank branches within a region or division.

10. The computer-readable medium of claim 1, wherein the receiving step comprises receiving performance information from a plurality of source systems.

11. The computer-readable medium of claim 1, wherein the receiving step comprises receiving performance information from at least one source system at a local branch bank.

12. The computer-readable medium of claim 1, wherein the receiving step comprises receiving performance information from at least one source system provided by a customer survey vendor.

13. The computer-readable medium of claim 1, wherein the processing step comprises selecting at least one bank teller to remove from the processing step.

14. The computer-readable medium of claim 13, wherein the selecting at least one bank teller step is performed to remove recently-hired bank tellers.

15. The computer-readable medium of claim 1, wherein the processing step comprises generating at least one report wherein the plurality of bank tellers are segmented according to at least one of employment status, geographic region, and bank branch.

16. The computer-readable medium of claim 15, wherein the selecting at least one bank teller step is performed to remove bank tellers that have not yet worked a threshold number of days.

17. A system, comprising:

a. a processor; and

b. a memory storing computer-executable instructions configured to cause the processor to perform a method comprising;

(i) receiving performance information from a plurality of source systems for a plurality of bank tellers, wherein the performance information relates to a plurality of performance metrics being measured for each bank teller for which performance information is received;

(ii) processing the received performance information to generate at least one report relating to performance for the plurality of bank tellers, wherein the report comprises, for at least one performance metric, a determined performance level from a plurality of possible performance levels for each of the plurality of bank tellers;

(iii) displaying the determined performance levels of each of the plurality of bank tellers for the at least one performance metric; and

(iv) providing a coaching tool to any of the bank tellers performing below a threshold performance level to improve performance with respect to the at least one performance metric.

18. The system of claim 17, wherein the determined performance level is determined from a predetermined percentage of top performing bank tellers for any given performance metric.

19. The system of claim 17, wherein the report further comprises a determined overall performance level for each of the plurality of bank tellers.

20. The system of claim 17, wherein the method further comprises:

(iv) generating a usage report for at least one bank teller that shows the number of days in a given period that the teller viewed the report relating to performance for the plurality of bank tellers.

21. The system of claim 17, wherein the processing step comprises selecting at least one bank teller to remove from the processing step.

22. The system of claim 17, wherein the processing step comprises generating at least one report wherein the plurality of bank tellers are segmented according to at least one of an employment status, geographic region, and bank branch.