Where the value of a new system leaks away
New to this industry?Start with its one-minute summary: Retail and commercial banking
Bar chart: Adoption of a new client system at a fictional Malaysian bank, six months after launch. Values in relationship managers. All relationship managers: 1,200; Trained: 1,080; Log in every week: 864; Use it for every client meeting: 540.
The prompt
Using the chart above: the fictional bank's business case assumed every relationship manager (a banker who looks after a set of clients) would use the new client system fully, adding MYR 20,000 of extra revenue each per year (illustrative). Six months in, the bank says the system "is not working". Measure adoption, find the biggest drop, and put a number on the gap.
Practice with a partner
1. Send the interviewer link to a friend. They read the case aloud and hold the answers.
2. You open the candidate view: you see only the prompt, a timer and a notes box.
3. Speak the case out loud. Your partner shares data when you ask, then scores you with the rubric.
Interviewer view
For the person running the case
Candidate view
For the person answering the case
Clarifying questions, with the interviewer's answers
My notes on this case
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