Abstract

The case discusses the need for improving the operational efficiency of a bank to deliver better customer service. It examines the advantages and disadvantages of automating a bank’s services. It also studies the ways of reducing waiting time for customers through change in production and operations standards. It also throws light on the various work methods and behavioral dimensions of job design. The case also discusses the role of technology in improving the operational efficiency of a bank.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• The role of technology in providing faster and better customer service.

Keywords

Improving, operational efficiency, bank, deliver, customer service, advantages, disadvantages, automating, bank, services, reducing, waiting time, production, operations standards, work methods, behavioral dimensions, job design, technology, operational efficiency