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U+- Bank, a retail bank, has recently Implemented a project in which qualified customers see mortgage offers when they log in to the web self-service portal.
Currently, only the customers who satisfy the following engagement policy conditions receive the Fifteen-year fixed-rate mortgage offer:
The bank decides to make two changes:
1. Update the suitability condition for the Fifteen-year fixed-rate mortgage offer.
2. Introduce a new offer, Twenty-year fixed-rate mortgage.
The following table shows the new engagement policy conditions for both mortgage offers:
What is the best practice to fulfill this change management requirement in the business operations environment?
Suggested Answer: C
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22 comments · newest first
CA
Casie
17 days ago
Agreed, customer experience matters most.
JU
Julio
22 days ago
I just want it to be smooth for customers.
TA
Tambra
27 days ago
A could be the safest route.
AR
Art
1 month ago
Good point, but it’s straightforward.
CA
Casie
1 month ago
D might miss some details though.
AR
Art
1 month ago
I’m leaning towards D. One request is less hassle.
JU
Julio
2 months ago
B still feels more efficient overall.
TA
Tambra
2 months ago
True, but clarity is key for changes.
CA
Casie
2 months ago
But that could complicate tracking.
TA
Tambra
2 months ago
I prefer A. Two requests keep things organized.
JU
Julio
2 months ago
It simplifies the process. One request is easier to manage.
CA
Casie
2 months ago
Why B?
JU
Julio
3 months ago
I think option B is the best.
CH
Charlene
3 months ago
Not sure if this will really improve customer engagement, though.
MA
Markus
3 months ago
Both offers should be managed in the same portal for efficiency.
RO
Romana
3 months ago
Wait, why are they introducing a 20-year option now? Seems random!
YV
Yvonne
3 months ago
I disagree, two requests might be better for tracking changes.
XO
Xochitl
3 months ago
I think option B makes the most sense for simplicity.
AU
Audra
4 months ago
I vaguely recall that creating a single change request could streamline the process, but I’m not entirely sure if it applies here with two different offers.
LO
Lorrine
4 months ago
I’m a bit confused about whether the 1:1 Operations Manager is the right place for these changes. I thought it was more for operational tasks rather than policy updates.
TO
Tom
4 months ago
I think we practiced a similar question where we had to decide between multiple change requests. I feel like having two requests might complicate things.
EL
Elke
4 months ago
I remember we discussed the importance of managing changes in the Customer Decision Hub, but I'm not sure if one request is enough for both offers.