Assignment Task:

CASE STUDY 
The downtown branch of the Canadian Pacific and International Bank in Brandon, Manitoba, is known for its friendly service and high levels of employee morale. Although the branch gets very busy at times, the employees regard it as a good place to work. There is a spirit of co-operation among the employees, and the bank manager, Marsha Cobourg, is well liked by the staff. Roselynn Barkhouse, a 26-year-old customer service representative, has been employed at the Brandon branch for just over nine months. In general, co-workers describe Roselynn as a good, solid worker, but most also agree that she is somewhat shy. Three weeks ago, Roselynn was working at the counter when Roy Romanowski came in to deposit money into his business account. Roy has operated his small convenience store, which is located about three blocks from the bank, for 31 years. He is a loyal CPIB client and visits the bank at least once a day. Everyone in the area knows Roy— while he is a very hard worker, he is also an impatient man and not overly friendly. Some area residents refuse to buy anything from Roy’s store because, in the words of one woman who lives near the store, “He is just so unfriendly, cold, and abrupt, I will never support his store.” However, Roy’s wife and children, who also work in the family store, are well liked in the community. Roy approached Roselynn’s counter and gave her his deposit bag. A careful count of the money revealed that Roy had $2,314 to deposit. Roselynn filled out the deposit slip for Roy, had him initial it, and went to the computer to enter the transaction. However, Roselynn mistakenly pressed the withdrawal button (instead of the deposit button), so when Roy looked at his passbook, it showed a withdrawal from his account of $2,314. He noticed the error immediately because he always keeps a close eye on his account.

DISCUSSION QUESTIONS 
1. The day of the meeting between Roselynn and Marsha has arrived. Was arranging such a meeting a good idea? Explain why. 
2. What should Marsha try to achieve during the meeting? Were there any steps that could have been taken  to prevent this incident from occurring
3. Develop a safety training program for bank employees. What are the basic components of the program? What  requirements would you build into such a program? 
4. As a result of the robbery, a number of employees and customers may feel traumatized. What should the bank do  in such a situation? Be sure to consider both short- and long-term suggestions

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  • Posted on : April 08th, 2019

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