Mathematics · Percentage and Business Aptitude
A commercial bank, Zenith Financial, is implementing a BPR project to overhaul its customer complaint resolution process. The initial process cost 500 rupees per complaint and had an average resolution time of 5 days. The bank targets a 60% reduction in both cost and time. The redesign proposal focuses on a single-point-of-contact (SPOC) system using advanced CRM software: - Cost Impact: Consolidation of teams is expected to reduce the variable cost component (300 rupees) by 75%. The fixed cost component (200 rupees) remains unchanged. - Time Impact: The SPOC eliminates 2 days of internal routing. What is the target cost, the actual cost per complaint, and the actual resolution time after the BPR?
Verified Solution4 OptionsUpdated: October 2026👁️1 View
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- 1Target Cost: 200 rupees; Actual Cost: 275 rupees; Actual Time: 2 days
- 2Target Cost: 200 rupees; Actual Cost: 250 rupees; Actual Time: 3 days
- 3Target Cost: 300 rupees; Actual Cost: 350 rupees; Actual Time: 2 days
- 4Target Cost: 200 rupees; Actual Cost: 275 rupees; Actual Time: 3 days✓
Correct answer
Target Cost: 200 rupees; Actual Cost: 275 rupees; Actual Time: 3 days
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