***ASSESSMENT INSTRUCTIONS***
Scenario
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 (providing higher interest rates on savings accounts, lower interest rates on loan, and so forth). 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.
The expanded hours have presented challenges for Madero Bank’s operations management team, in staffing an adequate number of tellers to cover those additional hours without customers having to wait in long lines. Madero Bank’s managers are also considering additional approaches to support their customer service strategy, including the following:
Providing additional hours of telephone customer support (which would involve securing additional telephone lines, customer support representatives, and telephone and computer equipment).
Advancing the bank’s online banking functionality (including a redesigned Web site and the development of an app on each of the leading mobile platforms).
Redesigning the physical layout of the bank to better utilize high-contact areas (areas with significant customer traffic) and low-contact areas (areas with little or no customer traffic).
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.
Operations Management Proposal
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? (These changes could be related to hours, facilities, equipment, and personnel.)
Additional Requirements
Written communication: Written communication should be free of errors that detract from the overall message.
APA formatting: Any references and citations should be formatted according to APA (6th edition) style and formatting.
Font and font size: Times New Roman, 12-point.
***Suggested Resources***
The following optional resources are provided to support you in completing the assessment or to provide a helpful context. For additional resources, refer to the Research Resources and Supplemental Resources in the left navigation menu of your courseroom.
Library Resources
The following e-books or articles from the Capella University Library are linked directly in this course:
Aswathappa, K., & Shridhara Bhat, K. (2009). Production and operations management. Mumbai, IN: Global Media.
Plenert, G. J. (2002). International operations management. Copenhagen, DNK: Copenhagen Business School.
***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?
I may be attaching an example of a paper. DO NOT plagiarize from it. It is just to provide you with an idea of what the teacher is looking for.
I have had SO many issues with plagiarism from 99 papers in the past. DO NOT use someone else;s work. Even if you try to change every other word, it still gets flagged for plagiarism. Thank you.
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