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Wells Fargo is the nation's eighth largest bank, with more than 600 branches, all located in California. The Branch Customer Service Manager is responsible for managing and staffing the teller line, by far the largest single customer service position. When the new job requirements were established, the Service Manager incumbents needed new skills to meet these requirements. The Service Manager functions are so critical that immediate action was required. The Branch Production Management course was then designed, developed, and delivered to Branch Service Managers bank-wide, to increase their skills in staff scheduling, work-flow improvement and performance analysis.

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