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    Customer's Outlook on Bank of America's Mission and Strategy

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    Consider Bank of America's mission and strategy from the perspective of its potential, prospective, and present customers.

    Identify objectives and measures relevant to that perspective. Refer back to this presentation on objectives if you need to.

    Assignment Expectations:
    Once you're reasonably clear on what's involved, think about BOA and its customers/clients/users/service recipients/whatever-you-wish-to-call-them, and then:
    ? Identify at least three objectives for Bank of America's customer service perspective and show how they relate to the mission, vision and strategy of the organization.
    ? For each objective, develop at least one meaningful performance measure (metric).
    ? For each objective, identify at least one expected level of performance (target).
    ? For each objective, identify at least one new action or program that needs to be developed to ensure successful implementation of the organization's strategy (initiative).
    ? Comment briefly on the relationships of the customer service objectives that you've identified here to the financial objectives that you identified in the Module 1 SLP assignment. How do they help to fulfill those objectives? If they don't (and they don't have to), what makes them more important than objectives that would relate to finances?
    ? Finally, do you wish to make any changes to your Module 1 objective write-up in light of your Module 2 experience?

    Here's a table that you may wish to copy and fill in (the boxes are expandable - take all the space you need to be complete in your descriptions. No more than 2-3 pages should be necessary.)
    Objective Measure Target Action

    Relationships to other objectives

    Revisions (if any) to Module 1 Objectives
    Objective Measure Target Action.

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    Solution Preview

    See the attached WORD document for your complete solution.

    Objective Measure Target Action
    Customer Retention Number of existing customer accounts maintained at the end of the year Provide excellent customer service • Focus on improved relationships with customers
    • Provide better quality services

    Migration to self-service
    Control of the business in various services Provide clarity, control, and choice to customers • Provide more choices to customers
    • Provide opportunity for customers to choose from variety of option according to his preference/time/budget
    • Provide greater transparency in the system
    Improve customer satisfaction Customer satisfaction score Move the customer satisfaction score up from its existing level of 67 to atleast 75 • Listening more to ...

    Solution Summary

    The solution considers Bank of America's mission and strategy from the perspective of its potential, prospective, and present customers.