The Royal Bank Of Scotland Breif Entire Management Plan

2164 words - 9 pages

Managing OperationsUndoubtedly, RBS managed its resources successfully. Forecasting is one aspect of planning capacity. Its four functions are marketing, operations, HRM and finance. RBS took measures according to these functions in order to plan its capacity. Take the Manufacturing Division and Retail Division (one of the customer-facing divisions) for example. Firstly, RBS used psychometric tests to draw out appropriate staff who were interested in people for 'front office' branches, and those who were interested in processes and systems for 'backroom' Manufacturing Divisions. This method could plan and distribute human resources well and meet the service quality standards (Figure 1-1).Service PackagePhysical Items Operations Control Service Contact ProcessBackroom Front Office Backroom Front OfficeProduced Produced Produced Produced(No contact) (No contact) (Low contact) (High contact)ControlledFromEquipment peoplePredictable UnpredictableEncounter Encounter*Figure 1-1*Secondly, RBS made great effort to plan capacity in new operating processes and outputs patterns. It launched the 'Direct Line' to deliver financial services by telephone, and it successfully set foot in private motor insurance. It also opened the online bank as the complement of the traditional bank. These measures could make RBS competitive based on the successful capacity planning. In the other hand, customers' satisfaction could be met by the high level of quality standard. Thirdly, RBS took several measures which were focused on the marketing function of forecasting. RBS made its branches more organic rather than mechanistic ones. Tells tried to interest customers in other products, and customers relationship managers tried to improve service quality to make the customer-facing areas more comfortable. RBS even made its physical layout more open. This was useful for making customers more satisfied and comfortable. There was a common purpose behind these activities--planning its resources perfectly to meet customer expectation of service quality.Additionally, RBS managers also used some quantitative techniques to help them plan capacity. Forecasting, which has been described above, is also one of the quantitative techniques. RBS mainly chose two forecasting methods to plan capacity. One was Market Research. RBS made great effort doing market research, and it delivered services or fulfilled needs that their customers required in order to generate revenue or retain the confidence of those who provide their funds. To do so they were aware of their customers, and organised to be able to deliver the changing needs to a level that customer found acceptable, e.g. RBS adopted a marketing orientation. The other one is Time Series Forecasting. RBS extrapolated of past activity rate into the future. It was very helpful to plan capacity, and RBS adjust business performance in time according to the change environment.Managing MarketingMarketing orientation focuses on customer needs to...

Find Another Essay On The Royal Bank of Scotland --- breif entire management plan

Change Management at The Bank of Queensland LTD

1312 words - 5 pages /shareholder.htm Bankers Association of Australia,2013. History of Australian Banks retrieved from Bankmecu, 2013. Bankmecu is Australia’s first customer owned bank. Retrieved from Bullock, G. Nov/Dec 2005. Feature: Secrets of the Six Sigma, Management Today article Nov. Australian Institute of Management retrieved from

A breif narration of the Pequod War.

522 words - 2 pages one of the Puritans. This angered the Puritans so much that they decided to go to war with the Pequods. The Puritan settlers went on this journey in 1637.The Puritans set out on their plan to attack the Pequod fort. They were faithful to the Sabbath Day when it came, but great winds arouse on Monday and Tuesday, and as a result they could not keep going on their original decision taking the path by the shore. The next day they moved on. After

Human Resource Management of the Giant Royal Dutch Shell Group of Companies Plc. Ltd.

8088 words - 32 pages Table of Contents"A word of the authors" 3Shell - Our choice of research 4The 100 years of Royal Duth Shell plc - The shell logo 5Burmah Shell Indo Pak and Shell Pakistan Ltd. 7Purpose of Existence - Mission Statement 7The management - How to run a complex oil giant 8The motivational practices - Shell people 8The organizational culture - Belief, value, ideas and norms 9The complex structure10The Top management11The Pre 1996 Matrix Structure

The Bank of Canada

1619 words - 6 pages as legal tender, and coins are now printed at the Canadian Bank Note Company the Royal Canadian Mint, respectively (Wikipedia: Canadian Dollar). However, even at its creation, the Bank of Canada’s notes were still used as part of the currency, because the chartered banks kept issuing their own notes. This changed in 1945, when the chartered banks completely stopped issuing notes and the only recognized Canadian legal tender were notes distributed

Management of Information System:China Merchant Bank

1769 words - 7 pages help fee payment, foreign exchange trading, etc. 6) Report of loss and changing password. 7) Self service loan application services. 8) Internet payment service. 9) Government bonds investment. 10) Securities services.Goals and Objectives of the Firm's Business PlanMBS will turn CMB to a fully IT-driven commercial bank. We aim to provide our customers with a fast, compatible, integrated and secured platform; also provide our management an

Explain the basis of the Jacobite movement in Scotland

1995 words - 8 pages period. Episcopacy was restored in Scotland and those who failed to recognise it lost their way of living. However, the change did not go any further than this and Presbyterian Shorter Catechism was still taught. When the leader of the moderate Presbyterians went to the king and was made archbishop of St. Andrews, the Covenanters started an armed revolt which was soon quelled. 1681 and Charles II appointed James, Duke of York, as royal

Analysis Of Management of Change At Royal Mail 2002-2005

3387 words - 14 pages management is defined as,"The practice of administering changes with the help of tested methods and techniques in order to avoid new errors and minimize the impact of changes."Microsoft Security Glossary, 2005In 2002 the Royal Mail organisation was haemorrhaging losses of over £1 million a day (approx $500 million a year). These harrowing losses a well as other negative factors such as poor culture, industrial relations, etc, within the Royal Mail

One of the Most Deprived Areas in Scotland

1048 words - 4 pages Good regeneration is also created from a long term vision with a plan that takes into account functions of local neighbourhoods and integrates them with wider economic strategies. A regeneration strategy to succeed should be able to link worklessness and training opportunities to deliver sustainable employment to local residents, as well as physical regeneration of the environment. It is useful to consider Ferguslie Park, a small housing estate

Detailed Analysis of Human Resource Management at Bank Alflah

3681 words - 15 pages , 1996). Strategic HRM can be regarded as a general approach to the strategic management of human resources in accordance with the intentions of the organization on the future direction it wants to take. It is concerned with longer-term people issues and macro-concerns about structure, quality, culture, values, commitment and matching resources to future need. Bank Alfalah Limited 1.2 Historical Overview Bank Alfalah Limited was

Management Plan: An outline of a management plan.

1485 words - 6 pages Who We AreMission StatementTo create, integrate and deliver business-critical transaction management systems and services that enable the energy industry to enhance reliability and profitability in the competitive market place.Business PrinciplesWe use the following principles to measure the appropriateness of our decisions:*Provide a great work environment and treat each other with respect and dignity.*Apply the highest standards of excellence

The Role of Act 1 of William Shakespeare's Romeo and Juliet in the Entire Play

2902 words - 12 pages The Role of Act 1 of William Shakespeare's Romeo and Juliet in the Entire Play ‘Romeo and Juliet’ is an example of a Shakespearean tragedy, which is the polar opposite of a comedy (This means its totally different in every way). In other words, it is a drama with an unhappy ending. The play was also intended for the Elizabethan theatre, which was arranged in a different way to our theatres nowadays. The stage used to be set

Similar Essays

Royal Bank Of Scotland Essay

3183 words - 13 pages Bank: THE ROYAL BANK OF SCOTLAND LIMITED - Analysis of Financial Statements C Year 2006 - 2003 Q 2009 Bank: THE ROYAL BANK OF SCOTLAND LIMITED - Analysis of Financial Statements C Year 2006 - 2003 Q 2009 OVERVIEW (February 24 2010): ABN Amro Bank (Pakistan) Limited (AABPL) was renamed as the Royal Bank of Scotland Limited on 1st August 2008 as it was acquired by a consortium led by The Royal Bank of Scotland in October 2007. Prior

Royal Bank Of Scotland Case Study

3510 words - 15 pages inexperienced operative in India’s. RBS computer failure ' Caused by inexperienced operative in India ' is simply telling a Royal Bank of Scotland is experiencing huge problems for workers from outsourcing to help make the job of IS / IT in their companies , thus causing the system cannot be accessed by RBS customers who use the service . This problem stems from young technician who deliberate delete information during the process of upgrading the RBS

Royal Bank Of Scotland Case Study

2533 words - 10 pages Task 1 Summary Case Study In this case study it was stated that there were a problem happen in the outsourcing for the Royal Bank of Scotland. What happen was there were an error that happen during the routine software upgrade that cause million of that bank customer cant access to their account. The error happen when one junior technician in India was accidently wiped all the information during the routine software upgrade. The member of staff

Royal Bank Of Canada Essay

1579 words - 6 pages RBC Financial GroupRBC Financial Group (RY on the TSE and NYSE) is one of North America's premier diversified financial services company's. Within Canada it is the leader in most of its businesses. RBC Financial Group is a new master-brand. It was formerly known as The Royal Bank of Canada. They dropped the name "Canada" from their title as a marketing ploy to sound less junior league to the Americans. The move symbolizes the evolution that the