HOPEACADEMY
MNO3701
ASSIGNMENT 1-
2025
0 7 6 4 0 3 1 2 2 9
, MNO3701 ASSIGNMENT 1-
As the production and operations manager of ABSA bank, you are the mentor to a new intern.
Identify and explain to the intern what the five (5) basic performance objectives for
production/operations management at your company entail. Provide creative examples with
each performance objective applicable to ABSA bank
In the role of a Production and Operations Manager at ABSA Bank, mentoring a new intern, I
will provide them with a deep understanding of the five basic performance objectives in
operations management. These objectives—quality, speed, dependability, flexibility, and cost—
are crucial in ensuring that the bank operates efficiently while delivering excellent service to
customers. Each of these objectives plays a significant role in maintaining a competitive edge in
the banking industry and must be carefully managed to optimize performance.
In operations management, quality is one of the most important performance objectives,
especially in a banking environment like ABSA. Quality means providing services that are
accurate, dependable, and meet the needs of the customer. For example, when a customer
walks into an ABSA branch or uses its online services, they expect a smooth, professional
experience. They want their money to be safe, their transactions to go through correctly, and
their questions to be answered clearly. If a customer applies for a personal loan, the process
should be fast, simple, and without errors. The customer should feel supported, and all
information should be explained in a way they can understand.
High-quality operations create trust and satisfaction. This helps ABSA keep its customers and
attract new ones. On the other hand, if the bank makes mistakes or treats customers poorly,
people will stop trusting it. They may move their money to other banks that offer better service.
According to Slack et al. (2016), quality helps organizations reduce errors, increase customer
satisfaction, and build a strong reputation. Therefore, by focusing on quality, ABSA can improve
its services and remain competitive in the banking industry.
The second performance objective is speed. Speed in banking refers to the ability to provide
services quickly and efficiently. Customers value fast service, especially in a world where digital
banking has become the norm. At ABSA Bank, speed is crucial in processing transactions,
approving loans, and responding to customer inquiries. For instance, if a customer wants to
open a new account online, they expect the process to be completed within minutes rather
MNO3701
ASSIGNMENT 1-
2025
0 7 6 4 0 3 1 2 2 9
, MNO3701 ASSIGNMENT 1-
As the production and operations manager of ABSA bank, you are the mentor to a new intern.
Identify and explain to the intern what the five (5) basic performance objectives for
production/operations management at your company entail. Provide creative examples with
each performance objective applicable to ABSA bank
In the role of a Production and Operations Manager at ABSA Bank, mentoring a new intern, I
will provide them with a deep understanding of the five basic performance objectives in
operations management. These objectives—quality, speed, dependability, flexibility, and cost—
are crucial in ensuring that the bank operates efficiently while delivering excellent service to
customers. Each of these objectives plays a significant role in maintaining a competitive edge in
the banking industry and must be carefully managed to optimize performance.
In operations management, quality is one of the most important performance objectives,
especially in a banking environment like ABSA. Quality means providing services that are
accurate, dependable, and meet the needs of the customer. For example, when a customer
walks into an ABSA branch or uses its online services, they expect a smooth, professional
experience. They want their money to be safe, their transactions to go through correctly, and
their questions to be answered clearly. If a customer applies for a personal loan, the process
should be fast, simple, and without errors. The customer should feel supported, and all
information should be explained in a way they can understand.
High-quality operations create trust and satisfaction. This helps ABSA keep its customers and
attract new ones. On the other hand, if the bank makes mistakes or treats customers poorly,
people will stop trusting it. They may move their money to other banks that offer better service.
According to Slack et al. (2016), quality helps organizations reduce errors, increase customer
satisfaction, and build a strong reputation. Therefore, by focusing on quality, ABSA can improve
its services and remain competitive in the banking industry.
The second performance objective is speed. Speed in banking refers to the ability to provide
services quickly and efficiently. Customers value fast service, especially in a world where digital
banking has become the norm. At ABSA Bank, speed is crucial in processing transactions,
approving loans, and responding to customer inquiries. For instance, if a customer wants to
open a new account online, they expect the process to be completed within minutes rather
