Process goal
Create a new customer bank account for a retail bank.
Context
Retail banking handles many high volume processes by standardising and optimising them, especially customer contact processes. Customer contact starts with opening a new account.
This on-boarding business process has parallels in other service industries. A similar ‘new customer account’ process might apply to insurance products, local utilities or telecoms. In each case, a customer applies for the service and receives either a rejection, or a confirmation as well as (optionally) a ‘starter pack’.
Trigger
Form - a completed customer application. The bank employee may use this information or additional documentation to reject the application.
Actions
This process consists of a series of checks, followed by tasks to set-up a new account, if the bank employee approved the customer’s request for a new account.
This structure makes this process similar to other approval processes, including the rejection notification tasks. If the bank employee accepts the application, then the bank allocates a new account number and then performs a several account set-up tasks in parallel.
Roles
Bank employee - responsible for the whole account creation process.
Fields
The process starts with initial information from the customer:
- Customer name (Text, mandatory)
- Address (Text, mandatory)
- Date of birth (Date, mandatory)
- Contact e-mail (Email address, mandatory)
- Supporting documentation (File, multiple values) - additional documents, such as proof of address, which the process might specify individually.
The process later adds further information, including:
- Account number (Number) - created for the new account.
Extensions
A real retail bank’s workflow for creating a new customer account would include more tasks than this. In practice, back-office systems would automate many of the tasks, which means that the real complexity in this process comes from integrating with these existing systems.
