Service manager as (A:) please refer as interviewee one.
Personal banker as (B:) refer to as interviewee two.The purpose of these questions is to gather important general background information about the organization (i.e., what it does, how it is structured, etc.) and more specific information about the organization with respect to the topic of the paper(organizational Culture)
That is, you will want to determine whether the organization is engaging in good (or bad) practices as informed by your background research. In addition, you will want to use the questions to investigate areas where the organization could be improved in relation to the chosen topic ( organizational culture)Conduct your interviews with two current or recent employees at the organization.
(Interviews has been conducted as show below)
You may also gather additional information from the organizations website, the media, or another source that may provide useful information.( writer please do that and fill up other interview questions or be creative to add to it)
How will you describe the culture here?A:The culture here has change over the past 20 months from a high pressure sales environment to focusing on strengthening both our corporate governance and risk management. There has been transformative changes and more work is underway. B: The culture of the company have change. Well Fargo has adopt a new culture within the organization by getting every team member engage to provide great working environment. The company now provide complete detailed culture assessment to collect team member feedback, we launched a culture program to clearly articulate the culture we want by introducing a streamlined Vision, Values and Goals and new behavioral expectations to deliver a disciplined and objective, monitoring, and sustaining our culture of helping customers meet their financial goals. How are employees here holding each other accountable?
A: The company have made enhancement to the Ethnics lines intakes prices and expended the Raised Your Hand communications initiative to help reduce risk by encouraging team members to speak up when they see an issue or concern that may need additional review or attention. B: Raise you hand – Every team member is expected to model the highest possible standards of ethnic B:team members will continue getting survey and engage them in our Team Moments community.
.What are some of the changes the company have made?
A: The company has implement change for the better and has made some changes like eliminating sales goals, have update softwares to avoid anyone opening any account without customer present. We also have resource for both product and service complaints to escalate any complaints regarding our products and services.
A: Terminated a number of Community Bank managers for cause because of sales related issues.B: Product sales goals for retail bankers and tellers has been eliminated, and new compensation plan that focuses on the customer experience is install.B: the company have improved controls by sending automatic notifications to customers after a personal or business product have been opened. B:we have also established a dedicated 24/7 too free number for customers with concerns about their accounts, or any aspect of their relationship with Wells Fargo. What is the company going to continue to do to ensure this problem doesnt happen again ? A: we created a conduct management office to centralize the handling of internal investigations, sales practice oversight and complaints. B: were identifying other areas across the company where customers may have experienced harm and resolve it.
A:weve refunded a total of $7 million to customers with accounts that we could not rule out as unauthorized.A:we reached a 142 million class action settlement for our customers that covers concerns about retail sales practices and unauthorized accounts dating back to 2002.B: were offering free mediation services to customers who want further support to resolve potentially unauthorized accounts after the end of the Jabbari settlement.B: we reached out to 40 millions retail and 3 million small business customers asking them to contact us with any concerns about their accounts.
How do you provide feedback to team members?
A: I provide feed to my team in positive manner and focused on their improvement. I coach and give feedback in timely when need to, part of my job is to work with my team to litigate risk and enhance customer experience so I do this by motivating my team to provide best customer service while ensuring we are doing this right for the customers so I give feedback regularly. In your current role, what have you done to lead change?
How do you ensure that a change is transparent across the organization?
A: we elected new leadership and announced additional Board actions to strengthen oversight and rebuild stakeholders trust. A: we launched new company goals and released a simpler, more focused version of our vision and values. B: we continue to optimize and create efficiencies across the company.What is the relationship like between upper management and their employees?Overall, do you believe this company have change ways of doing business after the recent class action lawsuit? why or why not?
A:Yes, were rolling out change for the better improvements to reinvent the Wells Fargo experience for community Banking customers and team members.B:Yes, were working hard to address issues related to past practices therefore the company is doing everything right to demonstrate our commitment to executive accountability and rebuilding trust. How do you analyze the impact of the change?
A: the impact of the change has been very positive as it gives me more peace of mind to do my job the right way and also I know Im now working for a company with abide by all legal regulations.
B: As a banker the just has just make it easy for me to take the time to connect with my customers well without feeling like I have to sell them but Im able to ask more questions to really understand what is important to them, and together make the right recommendations for them to meet then financial goal . The change has been a good thing so far and I can tell the employee retention rate have reduce within the company. What do you want to achieve from working here?
(Writer be creative here)
A:…..
B…….
What motivates you here ?
(Writer be creative here)
A:…..
B…….13.How are tenured employees trained when the company is introducing a new software, product, or other types of change? A:The company always introduce an educational program in the learning center and make every employee take the course ten test out to make sure they understand the new product, change or software. Also there are additional in class sessions training for team members to learn it hands on.
The paper instructions:
Findings (3and half to 4)
Describe what your group found via the interviewees and other information-gathering methods
Describe what the organization is doing; describe whether the organizations practices/programs are working
Structure your findings in a user-friendly and meaningful manner (e.g., use headings/subheadings)
In this section, only write about the organization and what it is doing with respect to your focal topic; DO NOT summarize journal articlesrather, use journal articles to help support a point or evaluation you are making about the organizations practices/programsRecommendations (4 pages)
Based on your findings, provide at least 3 recommendations for how the organization might address its weaknesses/deficiencies with respect to your topic
Describe what the organization is doing well and poorly with respect to your chosen topicyour background research and theory will help you here
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