• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

National Westminster Bank

Extracts from this document...


National Westminster Bank Operations Management BSS21-3 99077711 A Written Analysis of the Case: "National Westminster Bank" May 2004 Contents 1. Introduction The purpose of this report is to analyse the case "National Westminster Bank" (David Woodgate and Nigel Slack, 1992), in order to identify any existing and potential problems, then after careful consideration recommend possible courses of action to rectify them. During the review of the organisation described in the case, the key issues will be identified and then related to relevant theory. Analysis will then be made of all relevant factors and recommendations will be made after consideration of all factors. Overview of the Case The case study to be analysed focuses on the St James's Square branch of the National Westminster Bank in London's West End. The case gives a clear and concise representation of the bank's structure giving detailed descriptions of the all the employees roles and functions and an organisation chart. The focus is then applied to the Records Section and account opening procedure, which is where the problems are found and complaints have been registered. ...read more.


* 24 per cent found the opening procedure unsatisfactory.1 * The Records Section was considered by staff to have a higher workload than other sections resulting in low morale and the consistent need to work overtime. * Pressure of work is considered to be high and erratic possibly resulting in mistakes to the detriment of the customers and the rest of the organisation. * Records Section staff were required to cover cashiers during the busy lunch period which is also their busiest period. Consequences As stated above, in an industry with many competitors offering very similar products, any competitive advantage is greatly beneficial. Therefore the problems with customer service may ultimately result in a reduction of market share. A competitive advantage can be provided by efficient performance at the five competitive objectives: Quality, Speed, Dependability, Flexibility and Cost. The branch is currently under performing in the following; * Quality: 19 per cent of customers surveyed found that personal details had been wrongly recorded, acknowledged as the most important of the customer's requirements. ...read more.


Forms the justification for the recommendations that you eventually present to the reader. 5. Recommendations Clear statement as to which alternative to follow. Acknowledges drawbacks/problems with the choice - advises how such drawbacks can be dealt with. This section sells the report so it must be explicitly clear. It also follows logically from the previous analysis and so should not contain any 'new surprises' or indeed fresh analysis. 6. Bibliography 1. Gerry Johnson & Kevan Scholes (2002) Exploring Corporate Strategy Sixth Edition. London: Prentice Hall. 2. Henry Mintzberg, James Brian Quinn, & Sumantra Ghoshal (1995) The Strategy Process: European Edition London: Prentice-Hall 3. http://www.bankreview.org.uk/ 4. http://www.bankfacts.org.uk/ 5. www.LemonAid.net (National Association of Bank and Insurance Customers) 6. news.bbc.co.uk/1/hi/business Appendices Should only be relevant to the report and must not be used as an 'overflow' section if the word limit has been breached (note, this section does not count in the word limit). Often this section of a report is not read, so do not hide valuable information here and expect the reader to find it! It is the responsibility of the report writer to bring all the key issues and information clearly to the attention of the reader. ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Quarry Bank Mill - questions and answers

    being truthful and no complaint had been alleged so he did not answer because there had been no cases. Despite these details making Greg seem a good employer, there is also the case of Esther Price. Source C says that she was put in solitary confinement in a 'dungeon' with

  2. As a short-term business Consultant, I have been hired by Alton Towers PLC to ...

    solutions to problems and it is a way of brain storming new ideas that could benefit the company. All of the people that are involved from the different areas of the business get together issues. Whilst in the circle every single person takes on the same amount of empowerment.

  1. A Report on How Richer Sounds Functions

    * Switchboard. * Company mail. * Invoicing. * Storage of documents such as financial documents and supplier contact details. * Organising and inputting customer details and purchases. 4.3.9 Responsibilities of the Customer Service Department Without customers there would not be a Richer Sounds, so the objective of this department is to achieve excellent customer service throughout every store.

  2. TNT case study

    Continuous job opportunities are provided to allow mobility of their staff within the company. Personal Development Planning reviews are held twice a year and are used to develop an individual's potential and plan career progression. The training operation of TNT is as follow divided: Orientation Is based on a winning orientation program and on explaining the services TNT provides.

  1. Operational Issues in the BPO industry

    companies where in the companies undertake projects for different clients who are usually based abroad (in US). These clients would expect certain service level agreement to be met in accordance with their requirements and the contract. The SLA's contain some terms and conditions in the form of some metric that has to be met.


    separated company); the management structure was reorganised; AN's operations were divided into route groups based of five major markets; the company advertising began also to emphasize the added-value elements of AN's services; new brand names and new uniforms for the cabin crew and for the point-of-service staff .

  1. Detailed GMP inspection Report OnShetland SeaFish (Hull) Ltd.

    This is a self perpetuating cycle. If allowed to make a little bit more profit then this can be channelled back into the business to increase production efficiency and overall turnover making the business more successful. Legal Issues There is a complex mine field of legislation that comes into play when dealing with a food unit operation.

  2. Human resource's at Westminster Kingsway College

    2. Recruitment and selection: insuring business objectives are met and to employ skilled and trained people who are suitable for the job. Also to bring new ideas and values to the business. 3. Training and Development: to allow new employees to settle down comfortably and quickly.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work