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Recipient production process (A)
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A1: Inappropriate marketing of the executive staff
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A2: Inappropriate marketing of the bank
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A3: Inappropriate marketing of the agencies
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A4: Absence of a suitable program for identifying and attracting specific recipients(VIPs)
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Terminal establishment process (B)
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B1: No timely allocation of the devices
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B2: No timely installation of the devices
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B3: Lack of adequate training of staff on how to work with the devices
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Supporting process (C)
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C1: No timely repairing of faulty terminals
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C2: Undesirable rolled up to the recipients
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C3: Inappropriate call center response to financial problems
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Recipient retention and satisfaction process (D)
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D1: Failure to provide the devices with desirable quality and hardware specifications
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D2: Inappropriate quality of device software
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D3: Frequent technical problems
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D4: Failure to meet customer needs
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D5: Not paying attention to specific recipients (VIPs)
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D6: No paying attention to complaints
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D7: Lack of suitable program for keeping specific recipients (VIPs)
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Executive interaction with bank (E)
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E1: Successive changes of the project managers and experts
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E2: Changes of bank managers and their approaches to the PSP company
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E3: Inappropriate strategy of central office personnel
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E4: Failure to comply with work ethics
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E5: No timely response to bank requests
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E6: Timely request for status
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E7: Inappropriate behavior of personnel of agencies with the bank branches
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E8: Bank’s dissatisfaction with the company
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E9: No timely delivery of the devices
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E10: Repeating infringements
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E11: Failure to provide reports and clarifications for highlighting company achievements
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The terms of contract and commitment (F)
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F1: Inappropriate contract with unreasonable terms
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F2: Failure to adhere to the terms of the contract and mutual obligations
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F3: Lack of proper planning for achieving the goals of the project
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F4: Disclosure of confidential information and documents of bank’s customers
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Company credibility and power (G)
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G1: Background of failure in other banking projects
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G2: Increasing dissatisfied recipients
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G3: Absorbing undesirable recipients
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G4: Decreasing special recipients (VIPs) and attracting them by competitors
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G5: Lack of covering the operating costs with incoming payments
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Efficiency of agencies (H)
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H1: The inability and inappropriate financial situations of the provincial agencies
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H2: No financial support of agencies from the central office
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H3: Lacking sufficient standards and capabilities
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Technical and operational (I)
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I1: Failure to establish a secure, stable and high-speed network
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I2: Failure to quickly implement market needs
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Research and development (J)
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J1: Lack of innovation and initiative in accordance with customer needs
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J2: Lack of study and identification of market needs
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J3: Being behind of competitive market
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Advertising (K)
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K1: Being unknown in the market
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K2: Lack of a quick notification of the company’s latest achievements for market penetration
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