CASE ANALYSIS

The First National Bank of Chicago

Quality Program

Prepared by

Sophia Bandiola
Maria Alizah L. Bucot
Jaira Monique G. Flores
Bryan Marvin E. Resulta
Angela Louise S. Rocero
Jaye Jerard F. Sacramento

BSA 1A

Dr. Rowel E. Antonio

Operations Management Adviser

October 8, 2018
OVERVIEW
"Satisfying costumer needs and expectations is the number one reason for being in any
business" - Vice President for quality assurance of First Chicago, Aleta Holub
The First national Bank of Chicago focuses on providing high-quality services stemmed from
research indicating that quality is the key controllable buying determination in non-credit services.
Consequently, this case study of The First National Bank of Chicago aims to provide analyses
based on the problem presented in the case. It also aims to provide solution or plan of action
relating to the operations of the company. Cost efficiency, relevancy, beneficence, and feasibility
are the factors being considered in identifying which is the best alternative course of action
subjected to provide positive effects in line with the general problem on how to provide quality
service at a lesser or least cost.
I. TIME CONTEXT
In 1981 The First National Bank of Chicago positioned itself as the quality provider of
corporate cash management services. The company believed that this strategy is the best
way to quickly adapt to the changes and respond to competition. Satisfying customer needs
and expectations is the number one reason for being in any business. Further research says
that the population in the area way back in 1980’s is at 3, 005, 072 which implies that there
are a lot of people and it is growing. And so, the bank wants to focus on their customers and
provide a quality service. The management gets high marks for damage control. The strategic
business unit manager became an entrepreneur and brought the managers closer to the
customers. They identify the problem and resolve it right away. They want to bring their
strengths to enhance already existing markets. The bank commends their workers in a
positive stroke such as “most improved”, “best sustained superior performance”. It is important
to recognize the accomplishments and effort of the employees. The crossed-account project
team improved the number of crossed accounts. They have learned that an emphasis on
quality is one of the most effective ways to control costs.
II. VIEW POINT
ALETA HOLUB
VICE PRESIDENT FOR QUALITY ASSURANCE
THE FIRST NATIONAL BANK OF CHICAGO

Aleta Holub is the vice president for quality assurance at The First Chicago. She is the
responsible for managing bank. For every company’s failure, Holub takes place to solve every
problem such as keeping up with the costumers’ standard. Aleta Holub is responsible of
establishing quality and reliability standards by studying and connecting to the costumers and
with the other members of management. A vice president for quality assurance is also
responsible for maintaining service quality by enforcing quality assurance policies and
procedures and government requirements collaborating with other departments to develop
new strategies and training methods to improve the quality of the employees. Hence, she is
obliged to do these tasks to maintain the image of the First National Bank of Chicago as a
quality service provider.
III. VISION MISSION STATEMENT
Vision
To be the number one provider of excellent credit services and containing cost worldwide.
Mission
Guided by our vision, The First National Bank of Chicago was built to provide the financial
needs of the people, the businesses and other institutions; doing the right things the first time;
create long term value to our shareholders and customers. We help the people to have the
opportunities to achieve their goals by delivering services on time, accurate and responsive
to the customers.
IV. STATEMENT OF THE PROBLEM
GENERAL PROBLEM:

• HOW CAN THE FIRST NATIONAL BANK OF CHICAGO PROVIDE QUALITY

SERVICE AND IMPROVE COST CONTROL IN LINE WITH THEIR GOAL OF
ATTAINING QUALITY?
- In the case presented about the first national bank of Chicago, it is noticed that their main
goal is to satisfy their customers. One of the main points that was emphasized is to do
things right the first time. In accomplishing this concept, quality service would be observed.
As the company focuses on the customer needs, providing them quality service is the best
way to satisfy them. The bank has been engaging to activities for employees that would
motivate them to do their best, but mostly, with a corresponding compensation or
incentive. With that, the way the bank perceives quality is quite costly, that is why the
company must intend to find a way that the first national bank of Chicago could be able to
provide quality service in the most economical way possible.
SUB PROBLEM:

• EMPLOYEE MANAGEMENT
- Employees are not just workers in a company who helps top management in attaining
organizational goals, but they are the company’s assets. They are the bridge where
service of the company relays through its customers. With that, employees have indeed a
vital role in gaining customer loyalty and satisfaction. In line with this, the bank seeks on
how they would motivate the employees to do their best in providing quality service
to the customers but also in the least cost possible, in accordance to the general
problem.

V. STATEMENT OF OBJECTIVES
Long range objectives

• Improvement of the organization's competitive position. More specifically, be the number

one quality provider among its competitors.
• More improved customer experience
• Increased overall productivity
• Greater loyalty from customers
 In Herringer's, the method for delivering value is through operational excellence. It is a key
driver of the long-term strategy and positioning reflects on it. Also, operations have a major
influence on competitiveness. In application to the study, these major influences are cost, in
which outsourcing the operations shall help to achieve lower cost, higher productivity or better
quality. Next is the quality which is being emphasized in this study. Being in such industry,
there is quite a huge number of competitors who is also working on how to improve its
operations. The customers will then have a lot of options to consider. But, in the end, the
service on which the customers perceived with a higher quality than of a competitor, customer
will be willing to pay more for it. Another influence is the quick response. This involves quickly
bringing an improved service and also, quickly addressing customer complaints. Lastly and
one of the most important influence is the managers and workers. They are considered to be
the soul of the organization. They will be the one to drive the operations and provide the
competitive edge through their unique ideas and improved skills.
Furthermore, working on and focusing on operations shall yield to better results affecting
not only the operational aspect of the company. It is expected that an improved operation will
increase the customer satisfaction and improve customer experience.
Since enhancing the employees’ skills through motivation and training and the high
customer contact, it is expected that the overall productivity of the company shall also
increase. After working on how to improve their performances, better outcomes and higher
expectations from the workers are expected to be observed. Their broadened knowledge, new
learnings, and enhanced skills will impact the operations and other positive effects shall follow.
In relation to the improved customer experience, and as they perceived the service with a
high quality or the best quality rather, greater loyalty from them will be anticipated.

Short-range objectives

• Accuracy of the data of customers

• New skills to be learned by the employees
• Improvements on day to day productivity
It is known that opportunity to correct errors in a service industry is very low unlike in
manufacturing. So, it is important that at the very beginning, there will be no errors. A simple
mistake can have a huge impact in the company negatively. This is why the proposed course
of action is also about employee’s enhancement. They were the ones responsible if there are
any unusual circumstances occurred. If the employees' knowledge and skills is assured,
consequently, good results or quality assured output of the service awaits.
VI. SWOT ANALYSIS

STRENGTHS W OPPORTUNITIES W
• First National Bank of Chicago 0.4 • Enhance quality of service 0.2
provides high quality service in can be definitely increase
corporate cash management. profit and savings
• The company gives enough 0.2 • The company is located at
support and extra bonuses to the different places and 0.5
employees for them to be recognize as a quality
encourage and motivated to do provider of corporate cash
their work. management
• Each business unit has its own 0.1 • Expanding the advisory 0.3
customer-service representatives and other services offered
to handle problems. to clients, banks, and
• Having weekly performance 0.3 investors
discussion help the bank and the
employees to resolve the problem
immediately and to avoid further
damages.

TOTAL 1.0 TOTAL 1.0

WEAKNESSES W THREATS W
• The company’s vision “do right 0.5 • The standards and 0.2
things right the first time” expectations of the
pressures the employees about customers are changing
their work. from time to time
• Improving the employees work 0.2 • Other banks and 0.5
performance through training will institutions are threats in
be a major cost to the company. having potential customers
• Because of the incentives given to 0.3 to the bank and for the
the employees the relationship growth of the company
between the workers maybe at • Decrease assets because
stake and create tension between of the other bank 0.3
them. competitors

TOTAL 1.0 TOTAL 1.0

VII. ALTERNATIVE COURSES OF ACTION
➢ ALTERNATIVE COURSE OF ACTION NUMBER 1

CONDUCT A MOTIVATIONAL TRAINING PROGRAM ABOUT WORK PRODUCTIVITY

(EFFECTIVENESS AND EFFICIENCY)

Process: Everyone has a day when they feel unworthy and does not understand what they
are doing, their purpose and where will it lead them. Such negative thoughts make the
people sick and distracted from the track, and sometimes they even ignore what they really
want to do and who they really are. The people begin to feel that life is crumbling, sucking
and frustrating. It is all because of lack of motivation. The company will have speakers
that are credible enough to deliver a talk to the employees about work productivity. Having
these trainings will help the employees unleash their potentials and will motivate them
more to do better.

Advantages
• It improves employees’ efficiency and effectiveness. There is no denying that the
potential of employees does not only depend on their individual expertise and
qualification. There is always a gap between the willingness and abilities that can be
filled by motivating them and improving their performance level. The motivational
training sessions encourage employees and bring out their best performance. It
reduces the operational cost and has a positive impact on business productivity and
efficiency.
• It brings stability of work force. Stability of workforce is all concerned to the goodwill
and market reputation of a company. Motivational training sessions encourage
employees to make valuable contributions in their company’s targets and participate
in administrative tasks. It makes them loyal towards the organization and brings
workforce stability. This marks an impression on customers and clients as well. And
also, it will create a friendly environment among the workers. Employees share a long-
distance relationship with stress and depression, if they are boosted up with regular
dose of motivation. It brings satisfaction among personnel and results in effective co-
operation, stability and adaptability.

Disadvantages
• There is surely waste of valuable resources, as the organization needs to spend
money, time, and hire other people for training. They also need to pay wages for both
the trainer as well as the employees.
• Theoretical lectures make the whole training program boring when it is for prolonged
period.
• At times of training sessions which lead for long hours, employees are bored and are
not interested in their session. Data and information thus not retained for employees
who do not listen. When training programs are conducted continuously with same
lecture the employees might lose their interest.
 ➢ ALTERNATIVE COURSE OF ACTION NUMBER 2
TEAM BUILDING
Process: The company will step out from their workplace and will rent a place that will be
appropriate for their team building activities. They will have several of activities that will
strengthen their team work. Enhance their social relations and define role within the teams.

Advantages:
• Team building can be a way to relationship building. Relationship building activities
are a great way, for example, to bring outside salespeople together in one location
with office staff to get to know one another better. Along those same lines team
building offers colleagues who work together every day an opportunity to interact
informally and learn more about each other on a personal level.
• It also breaks the barrier. Team building increases the trust factor with your employees.
Often in corporate world there is a distance or disconnection between the leadership
team and employees. Team building exercise gives a lot of opportunities for the top
management to interact with their employees and build connection. It is gives them
the opportunity to be seen as a colleague rather than a terror boss.

Disadvantages:
• It can be a costly process and it takes many processes. Much more coordination,
feedback, and general organization are needed in a team. This can end up costing
more money, as well as time and resources. If you are taking time for team building
activities, the organization may spend a lot of money by paying for the cost of the
activity or event. Decisions can also be harder to reach in a group situation.
• Some people just do not work well together. There will always be a few people who
do not mesh well together.

➢ ALTERNATIVE COURSE OF ACTION NUMBER 3

USE OF SURVEY TO EMPLOYEES AND CUSTOMERS TO BE USED IN A FOCUS

GROUP DISCUSSION AND SEMINAR

Process: In giving surveys to employees and customers weekly, they are asked a series
of questions or are given statements to which they freely share their opinions, ideas and
reactions. All their responses are viewed and studied to measure the reaction of the larger
market population. This is not only for the employees but also for the customers for the
company to know what they want and how will they meet their satisfaction. The information
gathered will be used in a focus group discussion. All the observations and reflections
upon the discussion must be noted to be applied in the seminar to be done as follows.

Advantages:
• This is time saving. The condensed nature of a focus group makes it possible for your
business to solicit a quantity of opinions and feedback on multiple aspects of a service
or product provided without the time intensive process of individually soliciting
 interviews. Time saved in the research phase of product development is key in rapidly
evolving industries.
• Conducting surveys to both employees and customers would enable the company to
look into or consider not just the in-house people of their company but as well as taking
into accounts the needs or concerns of the customers. This would serve as a way of
meeting half way the needs of both parties which entails whether the company relays
a quality service or not.
• With focus groups, organizations have the opportunity to observe the group discussion
from behind a one-way mirror. This offers a number of advantages, not least that they
can hear and see the research first hand and the data is not diluted or misrepresented
in a report. Crucially it also means that the organization can offer clarification or input
during the discussion via the moderator, which could have a positive effect on the
resulting information.
• Conducting a seminar for the employees is a way of motivating them and training them
cognitively in the most economic way. Inviting guests would just be an option, because
people from top management who have a lot of experiences would most probably be
an effective speaker.

Disadvantages:
• A particular disadvantage of a focus group is the possibility that the members may not
express their honest and personal opinions about the topic at hand. They may be
hesitant to express their thoughts, especially when their thoughts oppose the views of
another participant.
• Moderators can greatly impact the outcome of a focus group discussion. They may,
intentionally inject their personal biases into the participants' exchange of ideas. This
can result in inaccurate results.

VIII. ANALYSIS OF ALTERNATIVE COURSES OF ACTION

COST W APPLICABILITY W FEASIBILITY W BENEFICIENCE W TOTAL

EFFICIENCY /RELEVANCY (25%)
(30%) (100%)
(30%) (20%)

ACA 1

CONDUCT A
MOTIVATIONAL
TRAINING 27 90 18 90 23 92 30 100 93%
PROGRAM
ABOUT WORK
PRODUCTIVITY
(EFFECTIVENESS
AND
EFFICIENCY)
 ACA 2

TEAM BUILDING 25 83.33 16 80 24 96 25 83.33 85.67%

ACA 3

USE OF SUVERY 30 100 19 95 25 100 30 100 98.75%

TO EMPLOYEES
AND
CUSTOMERS TO
BE USED IN A
FOCUS GROUP
DISCUSSION
AND SEMINAR

There are factors that are considered in identifying the best course of action. Questions such
as Is it cost efficient? Is it feasible? Is it applicable? or is it beneficent? are being addressed to
come up with courses of action mentioned above. Furthermore, being cost-efficient means the
course of action is effective and all the efforts and every resource are not being wasted or simply,
less resources yet greater output. In terms of applicability, it means being suitable to the
company's situation and contributing for its betterment. Feasibility means the proposed alternative
courses of action are possible to do and lastly, beneficent which means producing good and
positive results. Consecutively, in the overall assessment of the three alternative course of action,
the third one which is the use of surveys for customers to be used in a focused group discussion
was the highest rated among the three. This is for the reason that customers' perception with
regards to the services of the company is important to better understand their problems provide
their other needs aside from what the company is already giving. Also, it provides an information
for the company on how they perform. They will be aware of their performance and observe the
problems that has to be resolved. Clients' opinion and perception can help the company improve
and the outcome which they intend to see will be very observable. It will become observable
because they are addressing the problem and resolving it with the use of clients' insights and
opinions as their basis. That is important and effective instead of relying on company's own
perceptions.
IX. RECOMMENDATION
One best alternative course of action:
ALTERNATIVE COURSE OF ACTION NUMBER 3
USE OF SURVEY TO EMPLOYEES AND CUSTOMERS WEEKLY TO BE USED IN A
FOCUS GROUP DISCUSSION AND SEMINAR TO BE DONE AT THE END OF THE
MONTH

• The third alternative course of action was selected to be the best course of action that
the company needs to be done in order for the bank to consistently provide quality
service to the customers. In order for the company to provide such quality service it is
aiming, they must take into consideration the needs, concerns, and suggestions of our
dearest employees who are considered to be the company’s assets. With that, the
company would be able to identify which area the employees mostly are good at or
area which they find difficult for them. It is like an open survey for them where they can
say their honest opinions about the company. The previous recommendations done
by the company would always suggest giving bonuses, incentives or high
compensations which entails a larger cost. But, the company must first consider what
the employees really need beside those incentives that they assumed. With that,
hearing them out would be an opportunity for the company to solve many things with
a smaller cost to be incurred. One problem of employees would be the facilities, the
company would be able to improve it for the sake of the whole organization as well as
satisfying their employees. More satisfied employees would result to a more
productive work which would result to a more quality service that they will provide to
the customers. Alongside with this, a survey to customers is also considered as a way
of reaching out not only to the in-house personnel but also to the target market of the
company. This is one way to know the specific concerns, needs, and perception of the
clients toward the company. The company must also consider the external factors and
ideas about the services offered. One way to gain such information is in the form of
reaching out to the clients of the company. This is a way for the company to also inform
their clients that they are valued and that their opinions matter. As the survey sheets
or questionnaires are gathered, it will be used in the focus group discussion to be held
every end of the month together with the top management, middle management,
supervisory management and the rest of the employees. After knowing the concerns,
opinions and suggestions, and after reflecting upon the session, a seminar must be
conducted to train and motivate more the employees to do their job well. With that,
quality service will be assured as employees are considered to be the keys and bridge
on how the company will provide satisfaction in terms of credit services to the
customers.
 X. IMPLEMENTATION PROGRAM: STEPS AND STAGES
PLAN OF ACTION
USE OF SURVEY TO EMPLOYEES AND CUSTOMERS WEEKLY TO BE USED IN A
FOCUS GROUP DISCUSSION AND SEMINAR TO BE DONE AT THE END OF THE
MONTH

STAGES ACTIVITIES OBJECTIVES TIME-FRAME

1. Gather Questions and statements
data and shall be gathered to form a
identify survey sheet or
information questionnaire that are
relevant to the goal. The
needed
facilitator must gather in
advance the key questions
needed for the focus group
discussion. Seminars by
selected personalities or
even one of the top
managements must be
informed about the
information and the goal of
each focus group
discussion.
2. Plan and The survey sheet or
organize questionnaire must be
printed in a number that is
enough for each week and
must be organized in a shelf
for easy access. In planning
and organizing focus group
discussion, Identifying the
main objectives, developing
key questions and agenda,
and planning how to record
the session is a must. The
persons involved must
accordingly organized it for
the session to be done
orderly.
3. Implement There will be a notice every
week for every employee
and customer to answer
each survey and personnel
will guide them and explain
what it is for. The employees
and customers are expected
to answer it as honest as
they could. After gathering
the needed information,
focus group discussion shall
proceed. There is a must
element in every focus group
To know the needs and Two (2) days
concerns of the employees and
customers.
To maintain formality and
professionalism in terms of use
of words or questions during
discussions.
For the speakers to be notified
ahead of time.
To have the questionnaires Three (3) days
ready for distribution.
To have a smooth and ordered
flow of the discussion.
To have all the necessary
needed materials and
information be ready in
accordance to the goal of the
discussion.
To assure the employees and One (1) week
the clients that their needs and
concerns matter as the
company achieve its
organizational goals.
For the top management
together with the rest of the
employees would have a good
rapport.
For the employees to express
what they really feel about the
 discussion which is the company and would have the
facilitation. It is needed to chance to suggest or ask for
ensure that there is an even something that they need
participation, careful related with their work.
wording, maintaining neutral
attitude and appearance, The seminar is for the
and summarizing the employees to be motivated and
session to reflect the cognitively trained about how
opinions evenly and fairly. they would be productive and
on how they would relay such
quality service towards their
clients.
4. Evaluate Every end of the month, the To evaluate and comprehend Two (2) days.
survey sheets or the answered questionnaires by
questionnaires will be the employees and customers
evaluated during the focus and look into its causes or
group discussion. The factors.
content will be discussed
and an open forum with the As the discussion proceeds,
employees are encouraged. observations are noted to be
The group of participants is used in the seminar to be
guided by a moderator. The conducted.
company will try its best to
meet the employees and
customers needs and
respond positively and
immediately to those
matters. One way of it could
be the seminars for the
employees on how they
would be able to work
productively with quality to
satisfy the customers but at
the same time, satisfying
themselves. A detailed
report should be prepared
after each session.
5. Monitor As observations in the focus To measure the Every day
group discussion are noted, effectiveness of this
the company has to respond implemented plan of action.
to those matters. Those More especially if it yields to
observations must be
a better performance of the
applied to the seminar to be
conducted for the employees or the company
employees. The persons itself as a whole.
involved will monitor the
outcome of the focus group To prevent possible
discussion and the seminar problems to arise and to
in line with how the company know if there are some
responded to the employees’ changes needed
and customers’ needs and
concerns. They must
monitor how it affects the
daily work productivity of the
employees and the feedback
from customers.
6. Improve Whether the outcome was To meet the needs and Every day
negative or positive, the concerns of the employees and
company still has to improve customers as the company
the means and ways that improves how they are treated
they have done and was and the process of how they
used in line with the previous are motivated.
ones. Also, if there are many
concerns to be improved in
line with results of the
discussion, the company
must act to improve those
matters.

PERSONS INVOLVED BUDGET OUTCOME

1. Gather Supervisor and Fixed salary of the Gathered data and
data and Manager persons involved. information would yield to
identify the awareness of the
information needs of the employees
needed and customers therefore,
enabling the company to
meet their expectations.

The company is able to

choose the best
speakers or experts for a
focused topic to be
discussed in the seminar
for the benefit of the
employees.
2. Plan and Supervisor and Fixed salary of the Survey sheets or
Organize Manager persons involved questionnaire would
have a smooth and
PHP 1,000 – 2,000 ordered set of questions.
for the questionnaire Questionnaires are clear,
sheets concise, complete,
evaluated and easy to
understand.
3. Implement Top Manager in Fixed salary of the Transparency within the
collaboration with the persons involved workforce. Employees
middle managers as would become more
well as the supervisors. Additional PHP 3,000 open and professionals.
– PHP 4,000 per talk
of the speaker which
includes their food
and token of
appreciation
4. Evaluate Top managers to be Fixed salary of the Since the management
supported by the middle persons involved discussed the situation or
managers. problem in the group
PHP 1,000 – PHP discussion, the
3,000 (good for 3-5 management would
 persons) for their become more mindful
food and it depends and apprehensive.
on how many they Solutions and ways on
are. how to deal with the
potential problem that
has or might occur will be
focused with. This will
yield to the
improvements of the
company operations.
5. Monitor Supervisor and Fixed salary of the Positive impact in terms
Manager persons involved of the operations. An
improved service and
employees' performance
would be observed.

The company would be

mindful of the information
relating to the activities of
the company.

Management can identify

the problems and solve
them quickly.
6. Improve Top managers, middle Fixed salary of the Improving is
managers, supervisors, persons involved interconnected with the
managers, employees. quality management. So,
PHP 2,000 – PHP it is also a never-ending
3,000 for the quest for the company.
additional expenses Therefore, as the
on the improvement company would able to
of questionnaire. meet the needs of the
employees and
PHP 5,000 – PHP customers, an improved
8,000 if a guest service, an improved
speaker is needed. It overall performance
already includes their would be observed.
food and token of Increased productivity,
appreciation. as well as positive impact
on the company's
competitiveness would
also be seen.

The first stage of the plan of action is to gather the data and identify information needed. At
this stage, formulation of the questions for the survey sheets will be done. It should be significant
in terms of solving the company's current problem. The second stage is the organizing stage,
wherein orderliness of the implementation is expected. Particularly, with the focus group
discussion, setting an agenda and objectives must be done in this stage. Questionnaires must
also be ready for distribution. Third stage is the implementation. At this step, the particulars are
the employees and the customers. This is the time for the customers to participate in answering
the survey questionnaires. While for the employees, they are expected to voice out their opinions
relating to what the company should provide for them. So on, the employees will then translate
the company's goal into actions by means of their improved service. As for the persons involved,
they should clearly understand the objectives of this survey so that they can explain the purpose
of this and guide the particulars to avoid confusion. Fourth stage is the evaluation. This is the time
wherein the information from the survey will be discussed in a focused group. After discussing it
in a focused group, a seminar shall be conducted concerning the needs of the employees. This
is for the purpose of motivating them and training them. Next stage is the monitoring stage. At
this stage, the management involved shall assess if the implemented plan of action is effective, if
it results into progress, and how it affects the performances of the employees. Lastly, is the
Improving stage. This is where the company continuously working for the betterment of the
organization's performance. This will be done on a daily basis. Assurance that progress can be
observed every day is a must.

XI. OTHER PROBLEMS AND RECOMMENDATIONS

How can the company reduce the number of wrong transactions?

• The company assigned employees to the different teams. The team that is responsible
for resolving the incident in wrong transactions was the crossed-account project team.
The team that will excel most in their assigned task will be recognized as the honor
group and will receive benefits such as they can attend banquet each year and each
month’s winning team receives a plaque and a paid group outing of their choice. The
budget allotted per person is $100. By that the crossed-account project team worked
hard to identify the main cause of the crossed accounts and established procedures
to eliminate them. From 649 wrong transactions in May 1985 to 37 during the following
March. And by the end of the year the number dropped in to 8.

How can the company avoid incurring cost that results from money transfer failures that
happens repetitively?

• When the bank transfers money to the wrong account or place it will not meet the
desired schedule. And the cost of fixing the error can quickly raise to a very high
amount. The original cost for money transfers should only be $10 but when they
transfer it to the wrong account it will cost them $400 or more. Thus, the reduction in
the error rate can save millions of dollars that can be used for improving the quality of
their employees to have better performance.
XII. MANAGEMENT LESSONS LEARNED IN THE CASE:
1. BANDIOLA, SOPHIA R.
• Lessons I had learned on this subject is that aside from marketing, operational
excellence is also one of the means of delivering value to the customers. I also realized
that the key for a business to improve does not rely mostly on marketing strategies.
I became more familiar with different concepts and how these are used in decision
making and planning. Operations management made me think deeper and broader in
terms on how to improve a business. I get to view things differently and not typically.
What I found remarkable with regards to operations is its main goal: to provide product
with right quality, right quantity, right time, right place and least cost.
Aside form this, I get to know how manufacturing service differs from service. For
example, customer contact is high in-service company unlike in manufacturing, on the
other hand productivity is difficult to measure in service unlike in manufacturing.
Overall, I learned not just only about what does this subject is all about but also, It
changed how I look things now. It widened my thinking capacity, analyzing skills, and
made me more knowledgeable about what occurs inside an organization.

2. BUCOT, MARIA ALIZAH L.

• Every company or organization has its own strategies and ways on how they would
relay quality service to their customers or clients. With the case presented to us, I have
learned that achieving quality in terms of providing services is not just about the
process or the means on how to do it, but it is mostly dependent on how the employees
do their work or relay the services toward their clients. No matter how effective the
process of the company is, if the employees are not motivated enough, quality service
would not be evident to the clients. I realized that employees are indeed the keys to a
productive work and they are the company’s assets that are needed to be valued.

3. FLORES, JAIRA MONIQUE G.

• Solving a case of a company is not that so easy, there is a lot of processes before you
come up with an effective solution. First National Bank of Chicago has a goal to meet
the standard of their customers. I have learned that we have to know the root problem
first to have an effective solution and resolve the other problems. I realized while doing
this case study that it is not easy to put up a business because everyday you have to
seek for improvement.

4. RESULTA, BRYAN MARVIN E.

• I have learned on management if you recognize a major or even a minor problem or if
something is wrong, you have to do an action plan right away or correct it immediately.
Example comes on improving productivity of employees’ performance on different
department, by doing the right treatment for them and giving incentives and bonuses.
I also learned that giving importance to communications and knowing the customers’
wants is really important, on that case we know what strategies to change or to
improve for the better.
5. ROCERO, ANGELA LOUISE S.
• I have learned through out this case study is that satisfying the customer needs and
expectations is the number one reason for being in any business. Meeting the
standards of your customers is a very fulfilling feeling for a company. And so, having
personal connections and communication with your employees and customers will
really improve the company’s quality and the connection between the team.

6. SACRAMENTO, JAYE JERARD F.

• I have learned from this case analysis is to be consistent to your work and your
customer’s needs. Always ask and listen to your customers problems. And improve
the communicating skills to get the satisfaction of the customers. Doing the right things
right the first time means that you will save more time and less cost. Which is an
advantage for the company because they can allot more time to improve their
employees.