National Westminster Bank Essay -- Business and Management Studies:

National Westminster commit1. IntroductionThe purpose of this report is to analyse the case NationalWestminster savings avow (David Woodgate and Nigel Slack, 1992), in order toidentify any existing and potential problems, therefore after c befulconsideration recommend possible courses of action to sort come forth them.During the review of the organisation described in the case, the exposeissues will be identified and accordingly related to relevant theory.Analysis will then be do of all relevant factors and recommendationswill be made after consideration of all factors.Overview of the CaseThe case study to be analysed focuses on the St Jamess unanimous branchof the National Westminster commit in Londons West End. The case givesa get in and concise representation of the banks structure giving small descriptions of the all the employees roles and functions andan organisation chart. The focus is then applied to the Records class and broadsheet opening procedure, which is wh ere the problems arefound and complaints have been registered.The results of a survey are summarised in the case to show theapparent level of customer dissatisfaction with the describe openingprocedure, the importance of such factors are then highlighted with a abbreviated description of the level of competition within the bankingindustry. The views of are also considered and counsel areas wherecurrent systems whitethorn be failing the organisation.2. ProblemKey IssuesThe repair of the bank in St Jamess square is both a blessing and aburden to the organisation. The sophisticated clientele resulted inthe bank being the most profitable in its region, yet they alsoexpect an extremely high level of customer service. This high levelof view from the customers resulted in any lapses in servicebeing highly scrutinised.The key issues to be addressed within this branch occur in or aroundthe surgical operation of opening accounts which is the responsibility of theRecords Section, they are as follows Customers connection the wrong queue and requiring redirection because the enquiries desk was neither well positioned or signposted. Competition is knobbed within the banking industry, particularly in this branchs immediate vicinity. 36 per centime of customers felt formalities were not properly explained. 76 per cent had not encounterd the sta... ...nt a new system in theRecords Section. by and by consideration of alternatives it is apparentthat it would be possible and practical for the organisation to dothis without major disruption to the organisational structure.5. RecommendationsThe main recommendation from the findings in this report is for the StJamess Square branch to implement a cell layout in order for theRecords Section to handle its workload.This would enable them to carry out all their tasks much more(prenominal)efficiently and fulfil its duties while maintaining customersatisfaction. To implement such a system the bank will need to employa process of windows in which customers are able to come in and openaccounts or to arrange appointments on the phone.Possible drawbacks with such a service would be that customers wouldnot be able to open accounts at their convenience and may becomedissatisfied with this process but the quality of product they wouldreceive is likely to be much improved.---------------------------------------------------------------------1 Statistics derived from a survey the branch carried out in 1989 on customers views of their account opening procedures.