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                          運營管理學case study范文教你如何寫作case study

                          時間:2019-03-01 11:41來源:未知 作者:anne 點擊:
                          此case study的要求是: 關于案例的指針-案例中的客戶評論部分將演示一些處理和客戶服務問題。所以一定要研究它們。 問題1 - 是當前環境的流程(確定由不良工作流程創建導致的客戶投訴)。
                          此case study的要求是:
                          關于案例的指針-案例中的客戶評論部分將演示一些處理和客戶服務問題。所以一定要研究它們。
                          問題1  - 是當前環境的流程(確定由不良工作流程創建導致的客戶投訴)。問題一記錄了基線(當前狀態)。
                          問題2  - 您的增強流程是否旨在糾正問題。
                          這是業務流程重新設計的一個示例,您記錄當前狀態,然后記錄它應該是什么。
                          您可以使用Word作為案例,但如果您使用Power Point或Visio,您可能會更好地流出。
                          所以基本上我會提供以下內容:
                          本練習不需要700個單詞的問題簡要概述。
                          問題一個過程的文本列表,然后是使用Powerpoint或Visio或Word的圖形流程,有關藍圖的示例,請參閱第5章。
                          問題兩個批準過程的文本列表然后是圖形流程。
                          總結 - 你改變了什么以及為什么。
                           
                          1. In my opinion, the bank organized this process mainly because it wants to maximize the utility of all departments. Every departments should try their best to do their job so that the bank will be in a good operation. In addition, this type of division of work will improve the proficiency of every department and improve the efficiency of this bank. The bank as a whole is composed by every department. It is a wise decision to divide everyone’s duty in order to improve the bank’s service level.
                           
                          However, at the same time, this process does generate some problems. Firstly, departments focus on their job and duty rather than customers, which will make customers confused because no one is truly responsible for them. Then, the bank is a whole full of connections. Division of work will improve efficiency but will cut off the connections of departments in some extent.
                           
                          2. In the previous process, many steps are overlapped. We should give providers and customers more options. The first key point is to judge whether this customer is in the bank’s data base records. If he is already in the database, we could eliminate the evaluation process, which will save many time for customers and reduce many workload for providers. To be sure, there are some steps essential for customers, for example, the final inspection of customers to make sure the previous loan is paid off in case for bad debt and reduce adverse selection for banks. In addition, the verification of income situation is necessary. Banks must secure that the customers have ability to payback the loan to prevent the moral hazard and adverse selections.
                           
                          3. Indeed, there are some drawbacks in the refinancing process. My advice for improving is listed as followings.
                          a) The bank should assign some agents accountable for customers through the whole process. If there are some problems, customers could find agents to solve them. And, the bank could connect these agents’ salary with the amount of customers applying for loan successfully with their help. In this circumstance, agents are motivated to provide a better service for clients.
                          b) After the initial screening, agents should search for the customer’s information in their data base. Agents could ask customers if there is any information change. If the customer’s income situation has changed, they could update the data base records at the same time.
                          c) Banks have responsibility to tell customers the time every steps need and arrange every steps to ensure the evaluation and demonstration files are valid. If something is wrong because of the agents’ fault, the bank and agents must have responsibility to correct the mistake and bear the loss.


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