Royal Bank of Canada Case Study - Free Essay Example

The Royal Bank of Canada experienced some fundamental managerial errors in May 2003. It was reported as a major â€Å"glitch† that had been caused by wrong configuration during the installation process. A simple problem had severely affected the lives of millions of people. In this essay I will discuss the security and control problems such as the simultaneous upgrade of both the main and back-up systems. This will lead into the strategies management could have used to prevent these problems happening in the first place and what they can do differently in future. I will also explain how management neglected the public relations side of the issue which had customers questioning the reliability and stability of Royal Bank of Canada ultimately leading to disloyal customers. Finally this essay will argue how well Royal Bank of Canada responded to the computer software issue and what they should have done differently to prevent the problem and ease the situation once it had happened. From the errors and mistakes made from the Royal Bank of Canada, other banks and industries can learn how to avoid them. One such bank in Australia is St George, in depth I will discuss the risks of malfunction or abuse customers may experience when dealing with the information systems with reference to relevant case studies. The Royal Bank of Canada was founded in 1864, and in just over a century had grown its total assets to over $413 Billion, had 60,000 employees and served 12 million customers. The Royal Bank of Canada set the benchmark in its industry and as you would expect was the first bank in Canada to install computer technology. On Monday, May 31, 2004 Royal Bank of Canada information technology staff made a programming upgrade which was designed to significantly improve the banking software. Unfortunately during the installation process, according to Martin Lippert, Royal Bank of Canada’s vice chairman, the glitch in the banks computer systems â€Å"was most likely caused by a single worker entering ‘a relatively small number’ of incorrect codes during the update. † You may ask, â€Å"Where was the security and control to supervise this critical procedure? This basically caused the system to crash, and to make the situation even worse managerial and control procedures that were intended to make fix the problem only exacerbated it. This caused a domino effect in the build up of work which meant the repairs took longer than expected and Royal Bank of Canada was struggling to make up the lost ground. Stakeholders in the Royal Bank of Canada were furious with the inconvenience and we re demanding answers to their problems. The first question most people asked was, â€Å"why weren’t backup systems used to maintain the flow of business operations while the main systems were down? And, â€Å"When was the problem going to be fixed!? † These issues were generated primarily due to the fact that operational control procedures contained fundamental errors. It’s concerning to discover that the CEO, Gordon Nixon and information technology specialists oversaw two fundamental errors. One, the new software should have been carefully tested before the installation process began – a critical flaw in which the organisation failed to pick up on even though its clearly stated in its policy to do so, and two, the upgrade should not have been simultaneously installed on both the main and backup systems. This would have voided the whole situation because the Royal Bank of Canada would still have had their backup system operating in the event of a malfunction. In defence of Royal Bank of Canada they did manage to fix these problems promptly and announced on the 8th on June 2004 that they had resumed normal business practices. However, Royal Bank of Canada came under heavy criticism for the way in which they handled the public relations. The chaos from within the organisation was made transparent to its customers, this made them feel nervous about the stability and security of their finances. In retrospect, I believe that the Royal Bank of Canada should have handled its public relations differently. It shows a lack of integrity and signs of incompetency when promises are not kept and policies are not adhered to. For example, the Royal Bank of Canada had assured that all systems and accounts would be normalised by Thursday, June 3rd. However, people were still experiencing difficulties with their accounts later in the week. The cumulative effect of its errors was widespread. Hundreds of thousands of other workers around Canada ran into similar delays or difficulties accessing their deposits. These people affected may have responded better to the delays had the main figure (George Nixon) of the Royal Bank of Canada been present to make the announcements. Overall the Royal Bank of Canada dealt with the computer glitch reasonably well. It was fixed quickly and effectively. For most customers it was only a matter of not having their account figures displayed at their fingertips which they were so familiar with, and the minority who did struggle, such as a law firm executive assistant by the name of Andrea Mitchell, was forced to ask her employer for a cash advance to make up for her temporarily lost pay check. Following the announcement that the bank had resumed normal business practices, they began the process of clearing up any banking fee errors, and resolved discrepancies from service charges and overdraft interest. They indicated that all accounts should be reflected accurately in customers following statements. To do this accurately RBC hired Crawford Adjusters Canada as its â€Å"administrator for non-banking related costs and losses in the banks processing disruption. The bank made claim forms available, by phone and on the internet and set a deadline of September 30, 2004 for customers to file claims. RBC handled claims under $100, leaving larger claims to Crawford. In addition RBC issued a formal apology and created a segment on their official website dedicated to detailed explanations of the computer problem which was kept updated throughout their progress. RBC also recruited IBM as a consultant to investigate the causes of the problem and provide guidance on how to avoid such problems with future transitions in technology. These precautionary measures, prompt help, and the simple claims to adjust banking errors went a long way in restoring the faith and loyalty between the bank and its customers. Any bank in the world can look at this case study and take something out of it. From an objective view, one obvious lesson to learn is ‘Don’t cut corners’. The Royal Bank of Canada somehow skipped out one critical procedure in the early stages of the upgrade in technology. There was a policy in place that stated â€Å"test the software before its installed. † How management failed to notice this was a basic error. Here’s one lesson Banks in Australia can implement, â€Å"be pedantic about following policies. † Also when dealing with change within an organisation ALWAYS have a backup plan. In the case of RBC they had no backup plan in the case of a malfunction in the computer systems. There are also procedures where RBC proved its competency and excelled in areas such as the great customer service it provided shortly after the commotion such as the website that was devoted to detailed explanations of the problem and updates on the progress of restoring its records. The bank also made claim forms available, by phone and on the internet for customers who had been affected as a result of the disruption or incurred bank fee errors. All Australian Banks can look at this example and derive various lessons, whether it be new security measures or new public relations strategies, all of these lesson’s can ultimately reduce the risk of one such event reoccurring. In conclusion, I believe the Royal Bank of Canada was able to move forward and learnt a lot from their mistakes. The mistakes were obvious and perhaps done out of indolence. The collapse of the banks computer system was caused by an error in the coding during installation. If the policy was adhered to and security procedures were controlled and supervised this fundamental error could have been negated. In connection to this, from a managerial perspective, the flaw of both systems being simultaneously updated should have raised an alarm. This was the second critical error that contributed to the disruption in banking systems. These simple errors in procedures had huge repercussions that should have been overseen by management. However what was done was done. The Royal Bank of Canada had an escalating task on hand to mend the situation. They had to restore the accounts and repair the trust in their customers. In the immediate aftermath, management and staff in general were confused and somewhat lost as to when the systems would be up and running again. It may have been optimistic or just naive to announce all systems and business would resume as normal within three days of the malfunction. In regards to that, this was the only flaw in providing customers with misleading information. Therefore the Royal Bank of Canada in my opinion handled all other areas of customer service reasonably well and was able to provide its customers with the help they needed. * Find and discuss references to Australian banks dealing with the risks of malfunction or abuse of their customer oriented information systems. ANZ employs various security measures to ensure that your transactions and personal information are protected. However, you as a customer can also play a big part in protecting your banking and personal information by looking out for the following; (â€Å"Internet Fraud Security Threats†) Phishing . Phishing is a scam where hackers fish for your personal details by using hoax emails claiming to be from financial institutions. This method continues to be favored by online thieves. (â€Å"Internet Fraud Security Threats†) Spyware 2. Spyware is a type of software that covertly collects user information while on the Internet. Viruses and Worms 1. An email vir us is the latest type of computer virus. It is transported through email messages and usually replicates by automatically distributing itself out to all contacts on the victims email address book. 2. A worm is similar to a virus. It exploits computers in a network that contain security holes. Once a security hole is found, the worm will attempt to replicate itself from computer to computer. Like viruses, worms can be equally destructive. (â€Å"Internet Fraud Security Threats†) Trojans. 1. Trojan is a destructive program that poses as a harmless application. Unlike viruses, Trojans do not replicate themselves and do not need a host program to attach to. (â€Å"Internet Fraud Security Threats†) ANZ’s goal is to provide its customers with the simplest and most effective banking services possible. The ANZ Fraud Money Back Guarantee means that if you suffer a loss as a result of a fraudulent transaction on your ANZ card, ANZ will credit your account with the amount of the loss provided you: (â€Å"ANZ The ANZ Fraud Squad†). * Didn’t contribute to the loss; and * Have notified ANZ promptly of the fraud. Credit Card Security ANZ credit cards are designed with the latest technology like ANZ Falconâ„ ¢ to help prevent fraud. As youll see below, theres also a wide range of other security measures to help protect your card including micro-chip technology, choice of pen or PIN, Verified by Visa, MasterCard SecureCodeâ„ ¢. â€Å"ANZ The ANZ Fraud Squad†). ANZ Falconâ„ ¢ worldwide credit card security 24/7 If we notice some unusual purchasing activity on your credit card via ANZ Falconâ„ ¢, well contact you to check that everything is in order. (â€Å"ANZ The ANZ Fraud Squad†). Pen or PIN? Authorising your credit card purchase is now a more se cure process with your choice of either a signature or PIN (Personal Identification Number). (â€Å"ANZ The ANZ Fraud Squad†). Security chipped cards Micro-chipped cards make it harder for credit card thieves to fraudulently copy your card. â€Å"ANZ The ANZ Fraud Squad†). Verified by Visa and MasterCard SecureCodeâ„ ¢ If youre shopping online, you can enable your card with these services that require a password and unique message to authorise purchases. With ANZ Falconâ„ ¢ security, Online shopping guarantee, micro-chip technology, choice of pen or PIN, Verified by Visa, MasterCard SecureCodeâ„ ¢ and ANZ CreditCover PLUS insurance, your ANZ credit card provides you with more protection than ever before. Now you can shop with confidence online, over the counter or over the phone. As you can see there are numerous security measures banks now have to carry out due to the increase in fraudulent behaviour. It’s not necessarily people who have become more deceitful it’s just that developing technology makes it so easy for fraud and con artists. This is why banks are always developing new security measures to keep one step ahead. (â€Å"ANZ The ANZ Fraud Squad†). Word Count: 1871 Bibliography 1) ANZ The ANZ Fraud Squad. URL: https://www. anz. com/auxiliary/security-centre/fraud-security-centre/fraud-squad/. ) â€Å"Internet Fraud Security Threats† URL: https://www. anz. com/auxiliary/security-centre/fraud-security-centre/protect-yourself/identifying-fraud/internet-fraud/ 3) â€Å"Royal Bank of Canada’s Software Woes Case Study† URL: https://www. pearsoneducation. nl/Laudon_9/pdf/E%20Case%20h9. pdf 4) Personal Banking Services RBC Royal Bank. URL: https://www. rbcroyalbank. com/personal. html. 5) â€Å"2008, Royal Ba nk Of Canada Annual Report† URL: https://www. rbc. com/investorrelations/pdf/ar_2008_e. pdf 6) Ian Austen, â€Å"Bank Software Woes Leave Many Canadians Without Money,† New York Times, June 7, 2004; 7) â€Å"RBC Admits Human Error, Scam Artists Act,† Ottawa Business Journal, June 10, 2004; 8) Lindsay Bruce, â€Å"RBC Glitch Still Not Ironed Out,† ITWorldCanada. com, June 7, 2004; 9) Chris Conrath, â€Å"Anatomy of a Snafu,† ITWorldCanada. com, June 11, 2004; 10) Paul Waldie, â€Å"RBC Calls in Help,† Globe and Mail, www. theglobeandmail. com , accessed June 19, 2004; 11) Mel Duvall, â€Å"RBC’s Account Imbalance,† Baseline Magazine, July 1, 2004; and CP, â€Å"RBC Still Making Up for Glitch,† London Free Press, www. canoe. ca , accessed June 19, 2004.

Post Traumatic Stress Disorder Neural Correlates And...

Post-Traumatic Stress Disorder: Neural Correlates and Biomarkers Author: Mirriam Mikhail Student ID: 998991989 Institution: University of Toronto Scarborough Word Count: Abstract Post-traumatic stress disorder was officially classified approximately three decades ago. Considering its relatively recent discovery, the complete etiology and optimal biological therapies are yet to be elucidated. This review examines the neural correlates and biomarkers of PTSD along with biological therapy options. Studies revealed that hypoactivation of the ACC and hyperactivation of the amygdala are consistent with PTSD, suggesting that the prefrontal cortex may be increasingly unable to regulate the emotional processes of the amygdala.†¦show more content†¦These symptoms, sometimes referred to as ‘soldier’s heart’ were only defined as a disorder in 1980, when it was officially terms posttraumatic stress disorder (PTSD). PTSD is a psychological condition that occurs following traumatic experiences that pose a real or apparent threat to life. The person may re-experience the trauma, avoid associated stimuli and be in a state of hyperarousa l (Admon, Milad Hendler, 2013). Considering that the condition was more recently classified, the etiology and optimal treatment of the disease have yet to be completely verified. However, considering that approximately half of the population will be exposed to a traumatic event within their lifetime, it is imperative that we appreciate the understanding and treatment of the disorder (Admon et al., 2013). There is a broad variability of data that implicates a variety of brain regions in the disorder. Recently, several biomarkers have been discovered concordant with the manifestation of the disorder. The purpose of this review is to focus on the neural correlates and biomarkers of PTSD and their use in facilitating interventional therapy. It will consider findings related to peripheral markers such as cortisol and brain derived neurotrophic factor (BDNF) levels and various neural pathways that may lead to the presentation of the disorder. A critical analysis of these recent findings will elucidate and aid

Progressivism Improving Society One Step At A Time

Progressivism: Improving Society One Step at a Time The Progressive Era of America was filled with individuals who believed that they could improve society. These individuals believed that they could give every citizen of America more morals, opportunity and equality. They believed that societal structures could be established that would bring morality to the American people and that every American had the right to pursue success in their social, economic and political life. Progressives were motivated by a sense of freedom, but the freedom present in this era was not beneficial to society. The capitalist elite were â€Å"free† to exploit their industrial workers and their children with long hours and low pay and free to force those workers to work in terrible conditions. Women were â€Å"free† to continue to act as subservient house wives with no opportunity for advancement, and men were free to enforce this subservience with violent means. Immigrants and women were â€Å"free† to remain uneducated and inactive i n the political movements of America. These â€Å"freedoms† are examples of the inequality between men and women, immigrants and citizens, and the upper, middle, and lower class. Using morals, education, and politics, Progressives combatted society’s ills and pushed society in the right direction. One of the first progressive movements aimed to improve the industrial workplace and the lives of its workers. Industrial workers worked long hours for low pay in a dangerous workplace, andShow MoreRelatedThe Accomplishments Of Henry David Thoreau1472 Words   |  6 Pages Background Henry David Thoreau was born on July 12th, in Concord Massachusetts. Thoreau was many things, not simply just a writer; but he was one of the most influential writers America knows today. Early on in his life he grew up in a simple home with hard-working parents, and an abundance of siblings. 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Discourse on the Method. New Haven

Question: Describe about the Discourse on the Method of New Haven? Answer: Discourse on the Method By Descartes; The Discourse on the method can be considered as a rational thesis that also reflects as an autobiography of the author Ren Descartes that was published in 1637. This book can be measured as one of the most significant work that exist in modern philosophy and which is essential for the development of natural sciences (Descartes, 2009). In this book, the author deals with skepticism that has been earlier studied by scholars such as Empiricus and Montaigne. The author begins his reasoning primarily by having a doubt on everything since that would give him a clear and fresh view. In Part IV of the book, Descartes had challenged his own reasons. He states that there exists three things that cannot be doubted and these three things also tend to assist each other to form a steady basis for his method. Further he states that the doubt reason cannot be doubted by the method since it is based on a reason. When he states reason he actually refers to God and states that God is primarily the guarantee that the reasons will not be misguided. In this phase of the book the most worrying part of the argument is the existence of God and the evidence of that existence. Gradually the author realizes this as he slowly provides the three different evidence of the existence of God. Descartes in the Part IV of the book understood that there was no doubt about the thoughts that persist in him. Hence he tried to find an answer to prove his existence. In order to do so, he had decided to dedicate his life in the search of truth. His pretence was on the fact that whatever has ever entered the mind of this person was true to the extent of his dreams and illusions (Descartes, 2012). Descartes believed that the all questions that exist actually either have a mathematical answer or a scientific answer. While searching for answers had used those principles that were already well known and in return had set out to create specific knowledge and truth (Descartes, n.d.). One of the surprises lies in the evidence of his existence and the proof regarding the same. In this book, Descartes proves that God and soul exists. While the author reflected on the style of his dreams and how his senses are unreliable, he gradually becomes conscious of the manner of his thoughts and hence proves his existence. As conclusion Descartes had said that the soul is different from the body and is depends on the unreliability of the senses when compared to that of pure reason (Descartes et al., 1996). The doubts that existed in him prevented him to believe on his perfectness and still his capability to visualize perfection indicated that something that is perfect should exist outside him which is God. Hence according to me the surprise ending is the realization of the perfectness of God which he was made to observe. The surprise lies when Descartes states that god is perfect and his ideas are given by God and his dependence was because of his perfectness for existence. References Descartes, R. (2009).A discourse on the method of rightly conducting one's reason and seeking truth in the sciences. [Waiheke Island]: Floating Press. Descartes, R. (2012).Discourse on the Method. Lanham: Start Publishing LLC. Descartes, R., Weissman, D., Bluhm, W., Descartes, R. (1996).Discourse on the method. New Haven: Yale University Press. Descartes, R.Discourse on the method of rightly conducting the reason, and seeking truth in the sciences. Raleigh, N.C.: Alex Catalogue.

The Lack of Effective Labor an Example of the Topic Career by

The Lack of Effective Labor by Expert Jayjay1 | 27 Dec 2016 The lack of effective labor-based parties in the US in the late nineteenth and early twentieth centuries Introduction Need essay sample on "The Lack of Effective Labor" topic? We will write a custom essay sample specifically for you Proceed The lack of effective labor-based parties in the United States is mainly said to lie within the American society. The establishment and sustainability of any organization and institution depends much on the visions and mission of the people forming the organization. Students Very Often Tell EssayLab writers:I'm not in the mood to write my paper. Because I want to spend time with my boyfriendEssay writer professionals suggest: Buy Essay Papers And Live Free From TroublesBuy College Essays Online Get Paid To Write Papers For Students Writing Services Buy Essays Online According to the information sources, the United States society has been much organized politically in the capitalism and socialism ways. Though such organizations have been at certain moments weak and without fulfilling their objectives, the labor based parties in the US are perceived as the most wavering organizations especial during the late 18th c and early 19th century. Despite the large numbers of workers in the United States at this particular era, the success of such parties was undoubtedly enormous which left most of the leaders of the parties with immense surprises. The failure issue of labor-based parties has for long time therefore remained a heated debate of which examining the major factors that led to the collapsing and unsuccessful growth of these early parties open and mitigates ways of strengthening workforce parties. This would be based on the considerations several factors employed which were eminent during the particular era. Capitalism factor The ending of the 18th century and the beginning of the 19th century are depicted as period during which the ideology of capitalism was coming up to its culmination. During this period, most of the Americans were gaining the insight of wealth accumulation. The idea of wealth accumulation was in the public memory and this entrenched ideology led the people thinking to be geared towards property accumulations. However, the poor man made is good and living through the merit of hard work. The poor indigenous Americans were less hit than the other people from other regions. The American forefathers of this particular epoch had the easy time and utilized little efforts to accumulate the wealth they required. It only took their precious time to move across the land in westward direction to claim the land as part of wealthy accumulation. The simplicity of wealth accumulation in term of land was of paramount draw back to the formation and development of labor based parties. This effortless acquisition of the land muted their reasoning ability focus on exploitation making them to feel much comfortable under workplace conditions which halted the need to organize and sustain labor based parties. Slavery and oppression Factor The success of the union and parties is only guaranteed by the freedom and right to exercise all the responsibilities and obligation of the organization. The conditions which are observed at this era are much scaring for the workers to have got the guarantee of exercising such obligations. As far as the workers environment is concerned, fears and scaring workplace conditions were rampant. This conspicuous unfavorable condition within the organizations of employment made many workers to spare themselves punishable indulgency in such organizations. This led to small number of the workers participants in those parties. Apart from the authenticity of the workers parties, workers had to endure undeserving and inhuman work conditions. The mistreatment of workers by the employers was not quite unusual. Despite these inhuman and mistreatment activities, workers would often go on strikes but would rarely yield to substantial results due lack of supports from such organization. During the declaration of strikes, oppression and suppression were some of the commonly used strategies to the employees a case which was much implemented under the employers support of their security officials. The battle between the workers and their employers was also agitated by the involvement of other parties and the weak workers would receive much humiliating conditions from the government. This is because in case of the employers being vanquished by their employees, the authorities of the government would command to offer support violently against such workers. The combined efforts against the employees from the employers and the government always left them as losers, with many parties ending up as disbanded unions. For instance, in the 1877, workers from the railroads went on rioting with the local police over the huge reduction on wages and unemployment that made them dissatisfied. At the end of the struggle, thousand of live were claimed lost in the workers side which resulted to immeasurable others remaining depressed. The consequences of such uprising of the employers and employees led to the worsening of unemployment conditions; hence, there parties were greatly weakened in most of the states. The wit of the employers was to get cheap labors from the society. The persistence of high unemployment rates was thus an advantage to the employers. This gave them a good number from were they could select the cheap labor. They used the discrimination methodology whereby the enlightened workers would remain jobless due to the fact that they were party members. This kind of employers strategy deterred most workers from registering as labor party members. Immigration and social factor According to the Marxist perception, work force must rise to the level of realizing the exploitation imposed on them. This instigates the idea of forming and sustaining a labor party in a nation. This was rarely the case with most of the workers in the United States in this era. In spites of the overt exploitation in the US, the coming together of workers in solidarity was quite difficult. Farmers and miners likewise were being exploited and forced to work. Some farmers were being forced to move from their farming fields to the cities were they can be exploited; however, they did not come as one group to fight against the vice. The disunity portrayed among the workers is well rooted from the manner in which they settled from their parts of origins. During the immigration time of the communities that settled in the US cities, the people occupied these regions according to ethnic groups. The various cities were populated by people of same community rather than work class. This perhaps was driven by the need for security and social satisfaction. This implies that those from the blacks would overpopulate a given area and in the same ways, the Asian, Indians and any other groups had their own territories. The settlement of the people in distinct zones on racial basis cut down the possibility of political integration and many other issues that the people could share as workers. This included sharing of cultural and traditional practices. The lack of intense interaction among the immigrants who were seen as the source of cheap labor therefore hindered the intense cohesion of solidarity among the workers. In such a situation, one ethnic group could be misused to fight against the other and make their unity in labors party impossible. Reference: Edmunds, R. 2008, The Enduring Nation, University of Illinois press Hareven, K. 1995: Amoskeag: UPNE publisher William J, 1896, Across of Gold= speech to the 1896 Democratic convention, Retrieved from peoples party readings and why the farmers revolted on 27th March 2009

Wuthering Heights by Emily Bronte essays

Wuthering Heights by Emily Bronte essays Wuthering Heights opens as a diary; according to Steinitz (2000), this serves as a means to establish a frame through which the story can be told. Steinitz also suggests that Bronte uses a personal diary to "articulate her preoccupation with space by locating all of her family members precisely" (Steinitz, 2000:1). She notes the exact positioning for example of her sister Anne's foot on the floor; likewise her character Catherine uses a diary not to place people, but rather as a means to detail a "series of struggles which replace emplacement with displacement" (Steinitz, 2000:1). The work goes on to discuss the displacement of a series of characters including the narrator, who rambles from time to time and seems to suffer from an "anxiety of place;" Lockwood, the narrator obviously uses the diary as a method of discourse, but also as a means perhaps to search for a space to put himself (Steinitz, 2000:1). These ideas are perhaps reflective of Ms. Bronte's own desire to find a place for herself. According to Gaskell (1857) Bronte's earliest years were passed amidst "peculiar forms of population and society" (p.9) whose impressions made upon her early life influenced her writing, including that in Wuthering Heights. Gaskell goes on to say that Bronte's observations of the "peculiar force of character which the Yorkshirement display" are evidenced in many of her characters, particularly Joseph in Wuthering Heights. Joseph is an individual that rarely requires the assistance of other; yet comes to depend upon them; he might be considered a member of the "short- sighted class" whose feelings are not easily roused, but "their duration is The characters in Bronte's Wuthering heights, primarily Heathcliff and Catherine Earnshaw, have been described as "psychologically strange" yet intelligible (Levy, 1996:1). Joyce Carol Oates commented that ...

Using Kiosk Banking to Lower Cost Essay Example | Topics and Well Written Essays - 500 words

Using Kiosk Banking to Lower Cost - Essay Example Such machines, also called electronic kiosks, are used for data retrieval, information gathering, and dispensing banking services. They have an interface platform and a personal computer powered by software to handle financial transactions. Some kiosks also have videoconferencing, magnetic stripe readers, smart card reader and â€Å"electronic pads† that reproduce signatures on laser printed mortgage forms. The banks also realized later that the use of kiosks needs to be marketed pro-actively. These machines can’t attract customers on their own. Olivetti North America Inc, of Liberty Lake, Washington and NCR, Dayton, Ohio are the market leaders in manufacture of kiosks, though not without competition. The kiosks may differ in variety, color, style and working. Washington Mutual Bank of Seattle has installed its kiosks in discount stores where they are used for requesting loan applications besides normal banking functions. The Bank is also experimenting in the kiosk usage in absence of store staff. The Bank feels that the kiosks have made a positive difference to the business. Ed Reger, vice-president of the Bank says that unlike some other banks, they will not give up on developing customer relations and will not put up kiosks in stand alone environment. Reger feels that places like retail outlets, offices of realtors, and retirement homes hold great potential for the use of kiosks. In a typical kiosk operation, a person can fill an application to open a bank account, append electronic signatures and discuss with customer s ervice department through video conferencing. However, the high costs associated with the technology dissuade smaller institutions from using it. Meanwhile NCR and Affinity Technology group have joined hands to put to use NCR software to develop automated lending capabilities. On the other hand, Olivetti kiosks have different core module for different operations. The machine of Dyad Inc., another manufacturer helps the customers to secure a