Improving operations - Essay Example

Improving Operations [Supervisor’s expectation in the Company The paper analyzes the s expectation in HSBC bank where I might like to be employed. The paper also discusses the total quality management processes which have been used by the company to meet the client’s expectations.Q1: What are the customer or client needs or expectations?In HSBC bank, the customers are willing to have a greater autonomy or transparency, but they also want personalized products because they realize they can easily switch to a different bank if their priorities are not achieved, which makes it more difficult for the bank.

Customer always wants to get a higher privilege among any other customers, and they want the employees to respond to them without any delays (Zeithaml, Parasuraman, & Berry, 1990). Q2: What operational systems are used?The company uses enterprise resource planning (SAP) which helps in integrating the internal and external information and helps in quick response to the customer and improves customer relationship. The purpose of this management operating system is to share information among employees (Harwood, 2003).

Q3: What total quality management processes or systems are used?As the banking industry performance depends more on the individual performance of the employee and his/her ability to engage customers for a long-term relationship investment in the company. The organization uses the simplified idea management SIM process which effectively manages the productivity of the employees regarding innovation (Barton, 2010). Q4: To what extent are total quality processes employed?The SIM process is implemented in each department of the bank because the model helps in better serving the customers and reduces cost for the organization.

This process is necessary throughout the organization for continuous improvement and better growth (Barton, 2010).Q5: How do these systems or processes enable an organization to meet Customer or Client needs?The SIM process is an effective approach in meeting customers’ needs and expectation because it allows employees to share information across all the organization about the customer’s desires and steps to ensure better customer satisfaction (Barton, 2010).ReferencesBarton, S. (2010). Strategic management simplified: What every manager needs to know about strategy anh how to manage it.

Bloomington: iUniverse.Harwood, S. (2003). Erp: The implementation cycle. Massachusetts: Elsevier.Zeithaml, V., Parasuraman, A., & Berry, E. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York: Simon and Schuster.