Contents
Introduction 3- Summary of the case 3
- Present loan approval process analysis of the bank using service blue print concept 4
- Stage 1 4
- Stage 2 5
- Stage 3 5
- Stage 4 6
- Stage 5 6
- Critical review of literature on the operation management problems of the bank 8
- Problem identification in the loan approval process of the bank 11
- Implementation of the new plan of loan approval process 14
- Recommendations 17
- Conclusion 18
- Bibliography 19
Description
This report is based on the following questions on the case study –
As the newly appointed Manager – Retail Banking at the Community Bank of Perth, you have been asked to review the current process, and taking customer comments into account, redesign the process so that it is customer friendly, efficient and protective of bank assets. Your report should:
• use the service blueprint concept to analyse the current refinancing process giving an explanation as to why the bank might have originally designed it this way.
• describe, from an operations management perspective, the problems that have been caused by this process.
• use both the service-profit chain concept and service blueprinting to redesign the process so that value-adding steps are reinforced and cost-adding steps are reduced or eliminated. Construct a new service blueprint showing how the overall process can be improved.
