Case Study-Memton Bank

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

Evaluate RBC strategy and organizational structure. Is RBC well equipped to compete with niche operators such as internet-only banks with focused product offerings?

Performance appraisal systems play an important part in the process of performance management (Cascio, 2006) and toward ensuring consistency and fairness; this proposal recommends Kudler Fine Foods to use of the current performance appraisal system for evaluating individuals within the sales team.

One of the main issues that customers faced when visiting a branch, was the unavailability of their service provider. Managers wanted to close this gap in service design by providing individualized services to their customers to understand their needs and build interpersonal relationships with them. The best way to achieve that was by assigning an account team to each customer. The team consisted of bankers who worked closely with the customer to figure out their needs and offer them solutions. This initiative have also managed to close the listening gap-1 which increased the customers’ satisfaction level.

You are the HR manager for an upscale retail store which sells clothing, shoes, handbags, and other accessories. Due to the economic downturn, the company has experienced a significant reduction in earnings, resulting in the layoff of a number of retail sales associates. Business seems to be rebounding, but you are concerned about the performance of the retail sales staff. The CEO has requested that you recommend ways to increase sales and customer service. You believe that implementing a performance management system may help modify employee behavior and improve results.

Yellow Blaze Candle Shops, completed the PS scoring on 30 Managers that were being promoted in a pilot study. The goal of the pilot study was to show a statistically significant value to the use of the PS score. A table including the employee ID, PS Score, Performance Rating, Gender, and Minority Status was created and the values analyzed.

While at Chase, I commutate the effectiveness of new hire tellers after their formal training. I’m often used to fill the gap between the training and development team, and the needs to effectively operate the branch. I provide feedback to my market director, who then passes the necessary feedback to the training and development team.

1 – Applicant fails to mention any concepts related to customer services or problem solving ability.

Discuss what is meant by the term “customer orientation”. Illustrate with examples how companies demonstrate their customer orientation by reference to at least two elements of the marketing mix.

The purpose of this report is to analyse the customer service system employed at West Dealership of Melbourne Car World. It should be noted that performance management has not been carried out so far this financial year which has no doubt prompted, at least in part, this investigation and the following report. The first quarter data of the 2012 financial and all data available pertaining to customer service operations will be considered.

Employees were selected on the basis of their location, keenness, past track records and their ability to perform. This ensured deliverable, exclusive and round the clock banking services feasible.

Taking a survey of the current situation at LOCOLA Credit Union Bank, as the new District Manager, I see there are several key participants and relationships that need to be understood to move forward. First, the previous district manager is the principle yet dismissed participant in this situation. Though this manager may have tried to smooth the communication flow, for whatever reason he/she was ineffective, which gave rise to the other communication breakdowns. Next is the corporate office who believes their relationship with the employees is fine, yet realizes their expectations are

Century National Bank has offices in several cities in the Midwest and the southeastern part of the United States. Mr. Dan Selig, president and CEO, would like to know the characteristics of his checking account customer. To better understand the customers, Mr. Selig asked Ms. Wendy Lamberg, director of planning, to select a sample of customers and prepare a report. To begin, she has appointed a team from her staff and the team has selected a random sample of 60 customers. All the information gathered is tabulated in the table below:

To implement these changes, a new Citibank employee performance assessment scorecard was created, briefly tested and quickly implemented. Though I believe it was a much improved and broader way to gauge individual performance, there was certainly room

Menton Bank had historically focused on corporate businesses, an its share of the retail consumer banking business ha declined in the face of a aggressive competition from other financial institutions. Menton Bank’s new focus is on customer service, trying developing a stronger consumer orientation at the retail level. The goal is to seize the initiative in marketing the ever increasing array of financial services now available to retail customers (Lovelock, Wirtz, pg. 521)