After conducting the interview with one of the members of the Foreign Exchange Bureau the staff, responsibilities and processes were identified.

Operations at the Foreign Exchange Bureau begins with currency balancing. The manager and teller, who brings the Canadian and American cash to the front, is responsible for matching the Canadian and American totals in hand with the totals displayed on the terminal. The most important currencies to have in stock are those considered to be high level funds, more specifically, the U.S and French currencies. There is 30 other foreign currencies, mostly European, that are kept in stock however, these are the only two currency types that are already affected by transactions that occur throughout the day. At this time the responsible also analysis a report that details any transactions and incomplete transactions that occurred the day before. This report is received from one central office. Once these procedures have been taken care of, the branch is ready to open.

The International subsystem sends the rates that the branch will be working with throughout the day. If the rate changes occur, then one branch is immediately notified. When serving a client, the teller is responsible for establish whether the procedure is a buy or sell and then punching it in the terminal. The American and Canadian rate is automated in contrast to the foreign which is manually punched in. The teller must look at the rate sheet, locate the appropriate rate and punch it in. This obviously makes the U.S and Canadian (North American) transaction much easier to manage and control.

The Foreign currency transactions were also much more difficult to learn. All National Banks hold U.S and Canadian currency and the procedures required basic training. It was a wide learned process, in terms of Foreign currency, there was no new division created to differentiate between the two. It was simply incorporated and handled manually with no system updates. The reason due to this was due to cost. Due to this, human error is inevitable. Although this can be said for anything that is being manually punched into the computer, the Foreign transaction adds another bit of complexity since rates must also be punched in by the teller. If the mistake is notices on the spot, a simple void and redo can be done. This process takes about 4-5 minutes.

At the end of the day, the letter is responsible for balancing the currencies. The North American currencies are matched everywhere where as the foreign are twice a week. Also take longer. As in the beginning of the day, the balancing is done by matching the hand quantity of cash with the amount stated on the terminal. Whether the amount is over or under is not a priority concern unless the amount goes below or beyond a stated range.

Once again the foreign currencies are balanced differently. The balancing must be done with the manual ledger. If there is an error, the manager must be notified. He/she will then create a fictitious sale for that said amount. In this case the bank suffers the loss in Canadian funds. The accounts are then sent to clearing and a report is sent to the central office. After conducting the interview session and taking a tour of the branch, it was clear to see that an improvement was needed. As told and seen, the user interface is one that is not friendly. The dependency her is one the efficiency of the person using the system. The other main problem is associated with the manual process of controlling the foreign currency. This is the area where most mistakes occur and therefore is the focus point in terms of change and improvement.