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Business Challenge
Check imaging has quickly become the standard for item
processing operations, large and small alike. Though more and more organizations have converted
to image systems, only a few have reaped the benefits of faster throughput,
with fewer encoding errors.
Imaging requires a new level of skills for item
processing employees. Operators must
work with greater speed, and maintain accuracy. The most successful image operations have
a comprehensive skills-based training program. That was the conclusion of Dick Grimes,
operations training manager for the information services division (the
back-office) of a multi-billion dollar regional bank holding company. To ensure the peak performance of his
data entry clerks, Grimes set out to implement a computer-based
operator-training program in his item processing operation.
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Business Solution
After evaluating several vendors, the bank selected the
computer- based training suite from EKG of South Carolina, Inc. EKG was chosen because of its software’s
ease-of-use, Microsoft Windows-based architecture, use of images of the
bank’s actual documents, and ability to retain statistics on operator
performance, which supports operator retention or termination decisions and
allows the bank to provide employees with feedback. Since many of his operators grew up in
the “MTV and video game age,” Grimes also believed the visually appealing
EKG environment was important for retaining operator attention.
Reduced Learning Curve
After achieving significant productivity improvements
with its initial EKG implementation, the bank later installed the vendor’s
balancing simulator. The simulator
reduced to three months from six months the learning curve for balancers to
reach top productivity levels.
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Summary
The Customer
A multi-billion dollar regional bank holding company with
headquarters in Birmingham, AL, and offices in nine
states.
The Challenge
- Develop
a formal staff-training program to increase productivity and improve
quality.
The Results
- Minimum
keying rates increased to 2,400 documents per hour (DPH) from 1,800
DPH
- Errors
were reduced to less than 0.2 percent
- The
learning curve for balancing operators to reach peak production levels
was cut in half
- Strong
telephone support obviated the need for expensive vendor site visits
ă2003 EKG of South
Carolina.
Printed
in the United States.
World
rights reserved.
Specifications subject to change. All prices are subject to change without
notice. All product or company names
may be trademarks or registered trademarks of their respective holders.
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