Case Study: First Federal Bank
From Paper Mentality to Online Help
What the client wanted: To update 600 pages of banking
policy and procedure in order to conform to the latest regulatory
controls. The client did not have the manpower to perform the
updates or maintain documentation to required standards.
This was part of a phase project to update and standardize
policies across the organization. The organization had long operated
on a “paper mentality.” The outdated policy manuals were few,
unreliable and inaccessible; therefore the organization relied on
several key personnel to know current procedure. The amount of time
spent researching policy, and the demands on certain staff, were
monumental. Additionally, the electronic copy of the manuals was in
an old word processing format, making updates horrible to confront.
The client requested the updates in hard copy only, having given no
thought to an online solution.
CKI interviewed key personnel in the organization to determine
current usage of the manuals, and any other needs. Personnel with a
customer would have to leave the customer, walk to the break room to
consult a policy manual, and might still be unsure of the
information. There was also no quick system for providing customers
with branch information (addresses, maps, phone numbers, hours).
Plus, image was of concern, since the customer’s perception of the
bank revolved around how knowledgeable the customer service rep
appeared, yet there was no way to adequately evaluate personnel
knowledge without access to key policy and procedure.
Innovation, Growth, and Scalability
CKI moved the organization from paper to online. First we
migrated the electronic manual information into a newer word
processing format that would utilize style sheets and templates for
efficient updates. We fully updated the manuals (including a
three-step executive committee approval process), and then created
an affordable, fully searchable online help system which made policy
and procedure available to all personnel. There were two people who
were responsible for the updates, and the new system allowed them to
make updates easily and quickly. The updates were pushed to the
online system, allowing all personnel access to the latest
The online system also incorporated a bulletin board for
organization-wide messages and alerts, policy update notifications
and incorporated an easy-access branch locator function with maps,
services, phone numbers and hours of operation. CKI also developed
training materials for documentation updating and for the online
The result was an organization fully able to utilize its policy
and procedure that also gained other helpful tools to increase
efficiency and customer service. The line personnel perceived real
value from this, being able to access pertinent information from
their desktop rather than leaving the customer to go find the
necessary reference. The organization could now also evaluate
organizational performance and customer service.