The following appeared in a memo from the customer service division to the manager of Mammon Savings and Loan.

The following appeared in a memo from the customer service division to the manager of Mammon Savings and Loan.
“We believe that improved customer service is the best way for us to differentiate ourselves from competitors and attract new customers. We can offer our customers better service by reducing waiting time in teller lines from an average of six minutes to an average of three. By opening for business at 8:30 instead of 9:00, and by remaining open for an additional hour beyond our current closing time, we will be better able to accommodate the busy schedules of our customers. These changes will enhance our bank’s image as the most customer-friendly bank in town and give us the edge over our competition.”
Discuss how well reasoned... etc.

In the above passage made by a bank executive claims that by providing excellent customer services the concerned bank can differentiate
itself from other banks and can get new customers. He also claims that average wait time per customer will be reduced. The executive also
predicts that customer service can be improved by providing customers more service time, so the bank timings should be extended. Even though,
all the predictions are optimistic but there are certain flaws present and without addressing them with proper assumptions, the bank’s plan will not be successful.

At the outset, author makes an abject assumption that the only area where the bank can improve upon is Customer Service and nothing else. On saying that, the passage makes an unspoken assumption that bank provides excellent services in all other areas like best Interest rate, Flexible loan plan, Vehicle loan and the type. In the same vein, it also assumes that customer service is the only means to get new customers.

Further it goes on to state that by increasing the bank working hour, customer average wait time can be reduced from six to three minutes. In fact, there was no data provided to calculate this figure. It may so happen that on certain day there are a lot of customers and some day its very low.
Additionally, it assumes claims that by extending the office timings, customer service can be improved.

To conclude, the bank executive has made a lot of assumptions, but they can be successful only if he addresses the hidden assumptions. For example, if the author can provide relevant data that the only area the bank is lagging behind other bank is customer service, so it may perfect sense to work in that area. Next only by increasing the work timing will do no good if the quality of service is not improved.

My scrap notes………….
Assumption
1) --Customer service need to be improved
2) --Customer wait time wil go down
3) --All other services like Interest rate, Flexible loan are perfect
4) --Customer Service is the only means to get new customer
5) That customer service can be only improved by extending the timing