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Analysis

The document analyzes problems facing credit card customers including poor perceived performance and conflicts between departments. It recommends developing internal performance systems through cooperation, accurately measuring service levels internally, and creating customer management and performance systems to address problems and meet expectations.

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Diana Jane Lava
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34 views1 page

Analysis

The document analyzes problems facing credit card customers including poor perceived performance and conflicts between departments. It recommends developing internal performance systems through cooperation, accurately measuring service levels internally, and creating customer management and performance systems to address problems and meet expectations.

Uploaded by

Diana Jane Lava
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Analysis

1. What are the major problems facing the credit card customer?
• The customer perceives that their performance is poor.
• The operations team and marketing team didn’t agree to each other’s plan which creates a
conflict within the company.
• The company can’t provide accurate and timely reports.

2. What steps are required to develop a good internal & external performance and information
system?

The internal users (operations & marketing department) must work together to identify and address
the problems that the company is facing by listening to each other’s opinion. They must work
together to identify the strength and weaknesses to their performances. By that, they are not only
helping the company be profitable but also, they help themselves be a more productive & effective
worker. This result to a good performance within internal, external & information system (by
discussing, open for suggestions, making a vote).

4. Is the real service level what is measured internally or externally?

It is measured internally. If the internal users perform well to do their job, then there will be no
negative feedbacks coming from their clients. Internal users must be productive and passionate to
their work and must work together as a team so that they will meet the expectations of their clients.

5. What are your final recommendations?

• They must create a customer management system so that they may cater the needs and
complains of the customer and improve their operations and service.
• Internal users must work together as a team to meet the demands and expectations of their
clients.
• They must add up employees in providing accurate and timely reports. They must do
benchmarking (on their own, timeliness and accurate) and don’t depend only to the other banks
for such detailed information.
• In creating a survey to a client, make sure that it is accurate and understandable.
• The company must develop a performance management system to identify if they’re performing
well or poorly.

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