The paper 'Operations Management at Colonial Savings Bank of Queensland " is a good example of a management case study. In the following report, one will analyze the problems that currently characterize the operations and their management in the Colonial Savings Bank of Queensland given the nature of their processes and the current trend of feedback in their context. The report will be created keeping in mind the services blueprint and the service-profit chain, along with the basic principles that characterize the process of operations management in a bank.
The idea here is simple-in an effort to remain systematic and in-sync the services of the bank are currently coming across as being bureaucratic and archaic with each process being long-drawn and difficult rather than being user friendly and accommodating. This will be analyzed in the report with the help of the use of the theoretical concept of the services blueprint. Each one will then be understood in the context of the process of operations management and then finally results will be reviewed and recommendations made in the context of the service-profit chain. 1.1 Introduction: Colonial Savings Bank of Queensland has seen phenomenal growth in the recent past but is now suffering from issues related to consumer feedback in the context of its operations management strategy.
The following report will look at a correction of this strategy against a backdrop of the theoretical issues that establish the problem and comes up with solutions for these problems in their entirety. 2.1 Change Management Strategies 2.1.1. Service Blueprint A service blueprint offers to visualize the service designer’ s concept and therefore serves as the basis of a customer-oriented as well as a provider-oriented process organization.
It portrays the service system and its processes by chronologically depicting the steps of service delivery and the activities of the customer contact points, as well as backstage activities and further supporting service elements. Not only does the service blueprint provide a helpful method for the documentation of the service by illustrating it as a picture map and thus creating process transparency. It can also be used as a tool of analysis for the identification of fail points, as well as a tool of service planning and design.
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