MNO3701
ASSIGNMENT 2 SEMESTER 1 2025
UNIQUE NO.
DUE DATE: APRIL 2025
, MNO3701
Assignment 1 Semester 1 2025
Unique Number:
Due Date: April 2025
Production and Operations Management
As the production and operations manager at ABSA Bank, I take great pride in
helping new interns understand how our daily operations are guided by five key
performance objectives. These objectives help us run smoothly, meet customer
expectations, and stay competitive in the banking industry. Below, I’ve explained
each objective in a simple and practical way, using real examples from our
environment to help you understand them better.
1. Quality
Quality in operations management means doing things right the first time. In banking,
this is all about making sure our services meet customer expectations – from accurate
transactions to helpful customer service. At ABSA, quality is not just about getting a
customer's name right; it's about giving them the best service every single time.
Example:
Imagine a customer walks into an ABSA branch to open a savings account. If our
consultant takes the time to explain the benefits clearly, helps the client complete the
paperwork correctly, and sets up their mobile banking without any issues, that’s quality
in action. A small mistake – like inputting the wrong ID number – could delay the
process and frustrate the client. So, we aim to get it right the first time to ensure the
customer walks away happy and confident in our service.
ASSIGNMENT 2 SEMESTER 1 2025
UNIQUE NO.
DUE DATE: APRIL 2025
, MNO3701
Assignment 1 Semester 1 2025
Unique Number:
Due Date: April 2025
Production and Operations Management
As the production and operations manager at ABSA Bank, I take great pride in
helping new interns understand how our daily operations are guided by five key
performance objectives. These objectives help us run smoothly, meet customer
expectations, and stay competitive in the banking industry. Below, I’ve explained
each objective in a simple and practical way, using real examples from our
environment to help you understand them better.
1. Quality
Quality in operations management means doing things right the first time. In banking,
this is all about making sure our services meet customer expectations – from accurate
transactions to helpful customer service. At ABSA, quality is not just about getting a
customer's name right; it's about giving them the best service every single time.
Example:
Imagine a customer walks into an ABSA branch to open a savings account. If our
consultant takes the time to explain the benefits clearly, helps the client complete the
paperwork correctly, and sets up their mobile banking without any issues, that’s quality
in action. A small mistake – like inputting the wrong ID number – could delay the
process and frustrate the client. So, we aim to get it right the first time to ensure the
customer walks away happy and confident in our service.
