The core of any business process re-engineering or operational management change is customer service.Everything else comes second.If you are chasing away your customers and making it very difficult to transact with you then you can as well close your business!!

A bank in need of fresh ideas and a new broom.If not careful it will go the barclays bank way.
Gideon time is up ama his tenure was renewed for another ten years

@MB, the agents are in the banking hall but they dont feel customers unlike bank staff. And when depositing large amounts of cash, the issue of 'sina float/float imeisha' keeps cropping up even in the banking hall. Not pleasant at all.

Partly we are also resisting change

Ouch!!!Ouch!!! "Sina float!" and you are inside the banking hall.

banking taken to stoneage days

Just talked to an insider and apparently that was a key recommendation from the Mckinsey review.

The bank has made huge investments in technology but they are not getting the RoI from the same. Solution; throw atleast 50% of transactions to the alternative channels i.e. Atm, Internet, Mobile and agents.

Will be interesting to watch how this turns out seeing their customers are not amused by the new strategy.

If there are guys milking Kenyan corporates its Mckinsey people.They just replicate this recommendations across a sector.

I feel sorry for those agents at banking hall, was at coop bank tmall and saw the two ladies handling a huge bundle of cash exposed at the front desk, I know the risks involved carrying that huge cash in a simple till -money box. I witnessed mikora attacking us when we were tellers one day and we were behind those glass walls.i believe they need to offer protections for these agents.i asked one of the ladies about their safety but she said its God who protects.

wtf! they should just shut down the bank.

Most banks are busy out competing each other till they forget the fandamendos of banking industry -SAFETY. money safety, client safety,staff safety and integrity safety .

http://www.nation.co.ke/...4/-/weqssy/-/index.html



The Co-operative Bank was on Monday sued by a sacco for clearing and paying over Sh4 million through forged cheques against its account.

AAA Savings and Credit Co-operative Society has, through its lawyer C N Ngugi and Associates, filed a case at the Milimani Commercial Court, accusing the bank of causing it Sh4,046,600 loss by allowing the payment of 44 cheques against its account.

AAA claims that on diverse dates between June and September 2014, the bank, its agents, servants and employees without its authority, cleared and paid 44 forged cheques to various purported payees.

The bank debited the plaintiff’s account with various amounts of the said cheques.

According to AAA, the cheques had been stolen from a cheque book that had been issued by Co-op Bank. The book had forged signatures and therefore ought not have been cleared and paid, said the sacco.

The savings society says that the transactions were contrary and in disregard to the instruction/mandate issued by them to the lender.

The society, which runs a bank account with the bank, said that Co-op acted wrongly, negligently and recklessly by paying against the cheques that were signed by the wrong signatories.

According to the sacco, it had in letter dated January 2014 notified Co-op Bank of a change of signatories to its account pursuant to a resolution passed in meeting held on 12 of the same month.

The letter also notified the bank’s Nanyuki branch of the identity of the new signatories, as well as the signing instructions.

The letter also provided the defendant with the new signatories’ signature specimens, their designations and copies of their identity card numbers.

“The defendant failed to properly and diligently scrutinise signatures on the said cheques against signature specimens provided by the plaintiff when collecting and paying the cheques,” the suit reads.

AAA also accuses the bank of failing to make enquiries as an honest and reasonable bank would make in the circumstances.

The society now wants the court to make a judgment against the bank for the sum of Sh4,046,000 with the interest at the court rates.