Executive Summary:
Introduction:
winning into consideration the relatively large size of the organization, we shall implement this find out on superstar branch only quite of to review the process of attending customers over the counters in the branch instead implementing on the organization overall. We shall assess the operational processes whether it is flexible or bureaucratic, does it meet customer satisfaction or not. We also shall nib the performance and identify whether it is efficient or there is a room of improvement. Sharjah Main Branch of Abu Dhabi Commercial Bank is one of the biggest branches in term of business size, volume of customer menstruation and number of transactions processed over the counter on day-after-day basis. This study will cover the Branch transaction team which consists of ten mental faculty members out of which eight be serving the customers over the counter and the other two are in the back office.
This study made based on the data gathered from the branch of the volume of customer cling over the counter for a month on daily bases and hourly bases as well, followed by discussion with the respective staff and an interview with the operations Regional Manager to further ascertain the process capability of meeting customer needs and stay profitable and to identify the process gaps with solutions proposed. Further attempts were made in order to know how we could improve the quality through archetype of customer feedback (complaints & service dimension survey).
Concepts and Theories including the Literature:
Operations management defined as the activity of managing the resources which are abandoned to the production and delivery of products and services by Slack, N. and Chambers, S. and Johnston, R. Operations management...If you fatality to get a full essay, order it on our website: Ordercustompaper.com
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