Pavel Losevsky/Fotolia.com for the delay, explaining, "They told me to sit here today, but they never explained what I was supposed to do." Nina finally finished the paperwork and handed it to Steve. Looking over the docu- ments, he could not find any indication that his deposit was supposed to apply to his 2012 taxes. He asked Nina about the omission, but she didn't think it would make a difference. Steve then insisted that someone else review the document. When Jim Young, the bank manager, looked at it, he agreed that IRA-2012" should be typed across the top of the form. As Steve got up to leave, over an hour after he had arrived, Nina assured him once again that he needn't worry about mistakes because they could be corrected within a week. On Tuesday, Steve received a letter from Nina, stating: "When you purchased the above-referenced IRA on Saturday, December 8, the certificate was inadvertently typed with both your name and your wife's. This, of course, is not permissible on an IRA. Please bring the original certificate in to the bank, and we will type a new one for you. This will not affect the account in any way." SUPPLY CHAIN CONNECTIONS Recently, the management at Decatur Trust Bank decided to keep its branch offices open on Saturday mornings. Only selected services would be offered, including withdrawals and deposits, the opening of new checking accounts, the purchase of certificates of deposit (CDs), and the establishment of individual retirement accounts (IRAS). One Saturday morning Steve Walton arrived at the bank. He wanted to (1) cash in a $2,000 CD that had matured; (2) withdraw $1,000 from his checking account; and (3) roll the combined $3,000 into an IRA, to be credited against his 2012 taxes. No signs were posted to indicate which employees could offer these specific services. After waiting in line for 10 minutes to see a teller, Steve learned that one of the two employees seated at desks would need to take care of his transactions. There was no formal waiting area for custom- ers who wanted to see those employees. After two customers walked in front of Steve and obtained service, he finally spoke up and requested that he be served next. After sitting down, Steve explained the three transactions he wanted to make to the employee, Nina Lau. Nina hesitated and then told Steve she had never opened an IRA before. When Steve suggested that someone else help him, Nina said there would not be a problem; if she made a mistake, the bank had up to seven days to correct it. Someone would call Steve about the matter. Nina began to fill out various documents, repeatedly asking other employees for help. After she did 35 minutes of paperwork, including changes, additions, and deletions, Steve became visibly annoyed. Nina sensed his displeasure and became nervous. She apologized Questions 1. What services Decatur Trust Bank decided to offer to its customers on Saturday mornings? 2. Describe why Decatur Trust Bank decided not to provide full services to its customers on Saturday mornings? 3. Summarise what was the purpose of Steve Walton's visit to the Bank on one Saturday morning? 4. In your own words, summarise Steve Walton's experience of Bank's service on that Saturday morning? 5. Narrate in your own words, what the bank teller, Nina Lau, told him in response to his request? 6. What was the issue that Steve pointed out when the document was finally given to him? 7. How did Nina handle the customer's objection? 8. If you were in Nina position, what would be your response to the whole situation? Explain why
