The Role of the Responder: ING Direct Canada

2577 Words11 Pages
Case Report

ING DIRECT CANADA

Role of the Responder: Basil Bell, Vice-President Operations, ING Direct Canada

Executive Summary

ING Direct Canada is facing back office capacity problems in handling new and existing accounts because of a successful direct mail campaign by the marketing department. Providing same day processing of new and existing accounts has become challenging for the operations department. This is resulting in cost overruns with increased overtime hours and errors for the employees. The main issues affecting the company are mailing room capacity shortages, variability in daily mail volume and budget, space and headcount constraints. The division with its current available options can improve the existing
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New Single Accounts – 30% of mail - 1.75 person hours per batch of 50 New Joint Accounts – 40% of mail - 2.5 person hours per batch of 50 Single accounts with CIfing already done – 10% of mail - 1.40 person hours per batch of 50 Joint Accounts with CIfing already done – 20% of mail - 1.75 person hours per batch of 50 Time Spent on Posting Cheques -
New Accounts – 1.25 person hours per batch of 50
Existing Accounts - .625 person hours per batch of 50

Assuming 2000 mail pieces received on March 15, 2000 due to success of marketing campaigns with 700 mail pieces with new account information on a daily basis Time Spent on Mail Extraction - 20 Batches X 50 minutes – 16.7 Hours approximately Time Spent on Sorting and Checking - 167 mail pieces/person hour New Clients – 700 applicants- takes 4.19 person hours
Existing Clients - 1300 applicants - 7.78 person hours
Time Spent on Scanning and Encoding Cheques - Batch of 40 X7.5/min - 5 Hours Time Spent on CIfing Accounts -
New Single Accounts – 210 Applications - 4.2 Batches X 1.75 = 7.35 person hours New Joint Accounts - 280 Applicants – 5.6 Batches X 2.5 = 14 person hours Single Accounts with CIfing already done – 200 applicants – 5 Batches X 1.4 = 7 person hours Joint Accounts with CIfing already done - 400 applicants – 8 Batches X1.75 = 14 person hours Time Spent on Posting Cheques -
New Accounts – 700 applicants – 14 Batches X 1.25 = 17.5 person hours Existing Accounts – 1300 applicants - 26

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