1. Training Guide: VCBM Tool
Part 1- Branch Productivity
Indicates a newly added feature

2. Select branch from drop down menu
Each branch is provided with a weblink and password to login to VCBM tool and Issue tracker
The link to access tool:
Branch user has to enter their NRC number & branch as per shown in screenshot below
Enter NRC Number
Select branch from drop down menu
Entering phone number is optional.
Click on the VCBM tool option to reach the login page for the tool.

3. Click on the “Sign in” button to view the VCBM home page
Once all branch particulars are entered, user is redirected to VCBM Tool login page
User has to enter the credentials shared with them via SMS or , for example:
Username : VCBM_User
Password : p*********r
Then click on “Sign In”; it will redirect to VCBM Tool home page as shown in the subsequent slide.
Enter username
Enter password
Click on the “Sign in” button to view the VCBM home page

4. 3. The Home Page shown includes 2 Metrics: Branch Productivity – TPSH & NPS
TPSH is Transaction Per Staff Hour i.e number of transactions done by each staff member per hour
NPS is Net Promoter Score which indicates the number of customers giving positive feedback with respect to those who have given negative feedback
By clicking this arrow, user can see the details of branch performance such as number of staff members, transactions volumes, etc. Details are shown later in this guide.
By clicking this arrow, user can see the NPS details such as trends, etc. Details of this are shown later in guide.

5. At the end of this section, there are two options:
4. Once the arrow to see the full details is clicked, this is the page that shows up. The page contains the various metrics that define branch productivity as explained below
This section shows the following metrics:
Total number of walk-in customers
New CIF ( NEWLY ADDED FEATURE)
Number of transactions performed
Total staff ( NEWLY ADDED FEATURE)
As we can see, the time frame selected is “last week”. Hence the data is for the past week
These two sections inform the user of the following comparisons:
The branch productivity versus the target productivity (unit: transactions per staff hour)
The branch productivity versus the average productivity of all branches (unit: transactions per staff hour)
The teller active to inactive staff ratio
This section as the title says, compares selected branch’s productivity to the other branch productivity. For example:
Selected branch: 021 Kamaryut. Productivity: 2.9. Transactions: 9039
Compared to: 019 Myitkyinar. Productivity: 2.7. Transactions:9652
At the end of this section, there are two options:
See Transaction Volume Data
See Planning Simulator

6. 5. When you click on “See Transaction Volume Data” there are three options:
Last working day
Last week
Last month
This section is colour-coded and shows the number of transactions along with the legend
Depends on hour on hour OR day by day. Depending on the option chosen
This section tells the user about the spread of transactions across types: interest accrual, cash deposits, remittances, withdrawals, etc.
This section tells the user the spread of the denominations used in cash-in and cash-out processes
The branch manager is able to picture the denomination situation in a given branch

7. 6. Click on “See planning simulator”. This allows user to:
Forecast expected transaction volumes by day and by hour as well. Min, max and average values
Plan staffing according to the targeted productivity level.
User able to see min value, max value and the average values of the expected transaction volumes either by day of the week or by hour of the day.
Staffing Scheduling Simulator:
User selects productivity level.
Tool shows the number of staff required if number of transactions is to remain the same.
Split in morning and afternoon shifts
The productivity levels can be modified. The staffing required changes accordingly as shown in next slide

8. The productivity level was changed from 15 to 5.
The tool automatically re-adjusts the number of staff required across the morning and afternoon shifts.
The length of the morning and afternoon shifts can be modified as well
Number changes accordingly

9. Training Guide: VCBM Tool
Part 2- Net Promoter Score (NPS)

10. How do we collect NPS information from customers?
Customer fills in a rating from 1-10 as per the experience gained from the bank service
In addition to score, the customers can also add comments about their experience at the bank service
Customers enter their contact info for a follow-up
Customer presses “submit” and “thank you” message appears

11. Issue tracker. Shows ratio of resolved to pending issues
VCBM Tool allows user to track their NPS activity as well. The tracking information can be obtained for the following scenarios:
Current month
Previous month
Last few months
The NPS scores calculation is clearly shown in the tool
Weekly NPS Trend
Issue tracker. Shows ratio of resolved to pending issues
Issue details containing:
Date lodged
Status (Pending/Resolved)
Rating procured
Contact number
Comments

12. Is there a provision for issue tracking. Yes, there is a provision
Is there a provision for issue tracking? Yes, there is a provision. However, it is currently not mobile friendly. Only desktop
Each branch is provided with a weblink and password to login to VCBM tool and Issue tracker
The link to access tool:
Branch user has to enter their NRC number & branch as per shown in screenshot below
Enter NRC Number
Select branch from drop down menu
Entering phone number is optional.
Click on the VCBM tool option to reach the login page for the tool.
Newly added feature

13. This button allows the user to lodge a new issue
This button allows the user to lodge a new issue. The issue can be preselected from a “function” and “security level” before adding in comments.
Severity Level: Low, Medium, High.
Screenshots of the same are shown in the subsequent slide.
2. Welcome message to NPS Issue Tracker. User can input the ticket number to navigate to any particular issue
The issue tracker provides the ticket number, date lodged and the comments along with it.
Hovering over any ticket number has the option to CLICK IT.
For more detailed view.
Tells the user:
Status
Rating
Priority

14. Comments entered by the customer regarding the service
When you hover over any given ticket number, this is the screen that it is redirected to after clicking on that specific ticket number
Comments entered by the customer regarding the service
Ticket number and contact information
Rating given by customer
User is able to do the following:
Enter reason for the issue and provide solution
Select function under which issue arose.
Change status from pending to relevant status
Hit “submit”

15. New Issue Registration:
Select function
Select security level
Add comments
Hit “submit”

16. What is the need for an NPS Issue Tracker
Customers fill in the NPS survey at large scale and going through each and every survey without any organisational structure is difficult
NPS Issue Tracker allows branch manager to go through the issues according to ticket number, date lodged, resolution status and NPS rating.
NPS Issue Tracker also allows for the resolution of an issue with reason.
Branch staff should be able to resolve most of the issues. In case the branch staff is unable to resolve, they can redirect the issue to relevant employees according to function (ATM, Cards, Mobile banking, etc.) and specify severity levels
NPS Issue Tracker makes life easier when it comes to resolving issues collected from the NPS survey of customers.