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Fish Dig

The document outlines issues customers face with e-banking services and proposes a new blueprint to address these problems. It discusses poor timekeeping, incorrect billing, inability to check balances accurately, and security issues like fraud. The proposed new system includes steps for customers to log in securely, select their account information, have their login validated, view account details, and log out safely. It aims to resolve common service failures and provide a more user-friendly experience.

Uploaded by

Ishan Shandilay
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
32 views

Fish Dig

The document outlines issues customers face with e-banking services and proposes a new blueprint to address these problems. It discusses poor timekeeping, incorrect billing, inability to check balances accurately, and security issues like fraud. The proposed new system includes steps for customers to log in securely, select their account information, have their login validated, view account details, and log out safely. It aims to resolve common service failures and provide a more user-friendly experience.

Uploaded by

Ishan Shandilay
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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FISHBONE (E-BANKING)

Technology

Front stage personnel

Customer expectations preceptions

online payment small transactions sms alerts

Poor timkeeping/delivery Incorrcet billing

check balance (incorrect) deposit/withdrawls

frauds illegitimate use

Transaction

security control

BLUE PRINT- (E-BANKING)

ACCESS IB HOME PAGE CUSTOMER

INPUT LOG IN INF

FRONT STAGE

REQUEST LOGIN INFO TECHNOLOGY

TECHNOLOGY

Fail

VALIDATE LOGIN

Back hand sysytem

Procedures

eping/delivery

Inadequate/poor/incorrect Training procedures Not user friendly Absence of formal complaint

rude/improper behavior

Advertisement promises not met

Service SERVICE FAILURE Failures

Transaction not recorded properly illegitimate use

Information

T- (E-BANKING)

INPUT LOG IN INFO

SELECT ACCOUNT INFO

SEND LOGIN INFO

PRESENT SERVICE OPTION

RETRIVE

VALIDATE LOGIN INFO

PROVIDE ACCO

Waiting time

VIEW ACCOUNT INFO

RETRIVE ACCOUNT INFO

PRESENT ACCOUNT INFO

PROVIDE ACCOUNT INFO

SELECT LOG OUT

SHOW HOME PAGE

END SESSION

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