Operations management - process (RE) design in commercial banking: a pratical example

• Autor(a) principal: Antunes, Cristiana Arnaut Godinho
• Data de Publicação: 2016
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10362/19365
• topic: Bottom-up perspective; Operations management; Technological world; Re (design); Branches; Ciências Sociais : Economia e Gestão

This study aims to conciliate the bottom-up perspective of the Bank Z1 from a specific view of an employee daily routine with a supported theoretical and data analysis of the operations management of a specific branch (Branch M). The present study is focused in understanding the challenges which services providers are facing with new technological world and financial restrictions, as well as proposing specific process improvements coherent with the Bank Z strategy. Branches re (design) is needed to answer the world‟s transformations; where both the Bank and customers are aware that branches are not the only communication channel.