The bank management analyzed the current customer services process using simulation. They found that the waiting time is very long.

q1-What could be the reason behind the long waiting time? (only one -1- reason)

q2-What could be a solution to this problem? (only one -1- solution)

q3-The bank management decided to use a database system. This will allow the bank to easily record and search for possible solutions (stage 2). It will help the representatives to find and decide on the best way to handle inquiries while reducing the chances of mistakes.

q4-Explain how are the principles of Business Process Reengineering are applied (based on the scenario)? (only two -2- principles)

Identify one (1) relevant performance dimension and suggest one (1) performance measure for the customer service process.