Project 2
- Service System Design Matrix
First National Bank of Chicago - 1994
Due Monday January 17, 2005 prior to midnight
Answer all questions specifically in relation to the information presented in the video and as it applies to this specific organization. No theoretical answers or quotes from the book. Be clear and specific. Number your answers and the subparts to your answers
For purposes of this project, single space your answers with one blank line between questions. Prepare in Microsoft Word and e-mail as an attachment to me rkulzick@stu.edu prior to the deadline. No late papers accepted. Indicate your names on the paper. Be sure to place a subject on your e-mail and indicate in the text what specifically is attached.
1. Briefly explain each type of service in the matrix.
2. For each, give an example at FNBC and an example from another industry (not education).
3. For each, explain (for FNBC) specifically the level of automation and sales opportunity, with examples.
4. For at least three of the FNBC examples, explain how the process for the specific service shown could be changed to improve productivity (level of automation).
5. Where in this theory would the check clearing process fall? Support.
6. For each of the six types of services, briefly explain a specific example at St. Thomas University.
- 1/10/2005 -