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For Senior Management, From Senior Management – August 2011 Edition

August 1, 2011

W. Michael Scott – President/CEO of FMSI

One of the most efficient ways you can work toward meeting your branch productivity goals is to  watch closely the turnover of your teller staff. We suggest you go back twelve months and determine the number of new tellers hired, and then find out how many current teller positions you have open. This number may surprise you.

As an experiment, I would like you to hold off on replacing a vacated teller position for four months. I am confident that during that time you will begin to see your norms change, your operating expenses decrease, and your workforce optimization goals move within reach. Furthermore, getting to a staffing level that meets the historical traffic flow and customer/member service level needs will have your staff busier and more focused throughout the day.

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