ASSESSMENT INSTRUCTIONS
Consider the operations management aspects of the organization in the following scenario:
Madero Bank is a regional U.S. bank. Madero Bank’s managers decided on a business strategy emphasizing customer service, rather than on some other dimension such as customer financials . To help the bank implement that customer service strategy, they conducted a survey of their customers, and found that the customers would like the bank to be open for more hours. As a result, Madero Bank decided to remain open until 7:00 P.M. on Fridays, and to be open from 9:00 A. M. to 4:00 P. M. on Saturdays.
Redesigning the physical layout of the bank to better utilize high-contact areas (areas with significant customer traffic) and low-contact areas .
Offering service bundles for the bank’s largest personal and business banking customers, such as a predefined set of accounts, services, and reduced fees for platinum-level customers.
Using the scenario above, create a proposal in which you provide answers to the following questions:
How should operations management and associated improvements support Madero Bank’s strategy?
How might service bundles be utilized in support of this strategy? How do they relate to the initial purpose of the bank?
What are some of the key operations management decisions to be made at Madero Bank?
What operations management changes would you recommend, and why?
Additional Requirements
Questions to Consider.
To deepen your understanding, you are encouraged to consider the questions below and discuss them with a fellow learner, a work associate, an interested friend, or a member of the business community.
What are some characteristics of operations management decisions?
Select one operations management decision. Is this decision tactical or strategic? Why?
