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Operational Management Jit

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Submitted By jena13
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Question One - Prime Bank of Massachusetts
Part 1
The operations function is important in implementing the strategy of an organisation because the business strategy only defines the long term plans for the company, whereas the operations function focuses on specific competitive priorities in order to meet the organisations long term plan. Prime Bank of Massachusetts had decided on a long term plan for the bank focusing on customer services and they needed the operations function to implement this long term plan through planning & control systems, workers and quality. Problems such as not having enough phone lines for the 24 hours customer service could cause customers to become irritated if they cannot get through on the phone and therefore lose the bank customers, if the operations management put in enough phone lines to meet with the banks customers demand and ensure that calls are answered in a timely fashion this could increase customer satisfaction. (Class Notes – Chapter 2, Operations Management)

Part 2
The operations management decisions that are involved in the operation of a bank are the workers and the layout of facilities.
The bank needs to carry out a staff needs analysis. This will give the bank the information they need in relation to what staff they need and at what time of the day or night.
In addition to this if the bank implemented the plans of James Rogers by adding the service of on line banking this may reduce the staff requirement in the bank as many of its customers may be able to carry out their transactions on the internet.
In turn, if the online banking is put in place this may reduce pressure on the banks current facilities such as long waiting times due to tellers operating the drive through system and no parking available at peak times.
As most banks are located adjacent to well established shopping centres and the parking

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