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For Senior Management, From Senior Management – March 2012 Edition

March 2, 2012

W. Michael Scott – President/CEO of FMSI

Walk the Line

When is the last time you walked the floor of your branches? It is important to observe firsthand the traffic flows in the branches. This is also a great way to get a feel for your front-line staff’s productivity and service levels. Coupling these periodic branch visits with extensive monthly reports helps to paint a complete branch performance picture. If your tellers are standing around waiting for work, it may be time to take a closer look at your workforce utilization (WFU) reports (see FMSI’s recent free white paper about WFU to learn more).

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