ATM Cash out problem

A solution.

The story..

• I went to the ATM one day [Bangalore] with an urgent need to withdraw money. Found out that the ATM was out of currency.

• There was a Branch attached and I approached the branch to withdraw money.

• The branch officers insisted that I have a cheque book to withdraw money even though they knew that it was the ATM that was the source of this request there had been such requests earlier in the day.

The story..

• After some cajoling from my side and some “policing” from the managers side I was “donated” a loose cheque leaf with the WARNING that next time it will cost me money.

• I left wondering whether the officers understand “customer relationship”

• Not their fault but a system fault, a procedure they need to follow.

There is a better solution

ATM feature which says .. No cash, print withdrawal slip… and withdraw

from nearest branch..

How does it work?

• User goes to ATM, no cash, option to print self withdrawal slip with amount required

• Slip states that user needs to present photo ID [ like in airports for e-tickets]

• User goes to cash counter and withdraws cash showing photo ID

• Useful especially in ATMs with branch attached.

What does it avoid

• No cheque leaves and lengthy procedures• No policing policies procedure talk from

officers • No embarassment for customers / anger!

Benefits

• To the customer– Money always no worry – Convenience

• Bank – Secure system as amount

transferred only at counter

– Photo ID important!– Better image – Cash promise delivered

without any nuisance.

• People carry photo ID but not cheque book– Look into a sample wallet!

De bono 6 thinking hats – cashout withdrawal from ATM

• Provide cash promise in the ATM on cash outs without inconveniencing the customer

• Why cheque book?• Why not feature of

ATM? • Debit card + pin =

security • Add offline security

[photo id]

• What if there is no bank near by? Customer wont use it in any case – pull mechanism

• Cash out • No cheque book • Security of transaction• Photo ID always there

[ air e ticket]• Near by branch

[ attached]• current procedures

• Convenient transaction

• Secure photo ID based transaction

• Better image for bank • Lengthy costly cheque

leaf procedure avoided in bank

• Feature needs to be added in ATM software

• Feature to be trained to employees

Vishwanath Ramdas

• http://gopu44.googlepages.com• IT & Business consultant • TRIZ || lateral thinking || six sigma || lean ||

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