The three issues mentioned viz. Service Guarantee, Service Failure and Service Recovery are essential elements of banking services. The first important issue that is missing at various levels of this bank is a proper communication and documentation. When there are more than one person dealing with a case (Mr.Mehra) it is essential that before reverting back to him the bank staff should do a proper homework. This can be possible with a cetralised database that is accessible by different people. When we talk of a core service it is personal loan and there should be a complete guidelines properly documented and made available online to all the people related to that. This documentation should be made in with sections and clauses and when ever a question is asked the answer should be authenticated by a proper quote of relevant section and clause. Secondly there should be a proper data entry for each case of this type and all the relevant issues clearly mentioned and a hard copy of which should be given to the client. There should be a proper alert mechanism with in the bank to highlight any delay of service. I think these corrections will make the banks service more efficient.
