Contents

• Introduction 3
• Operation Management 3
• Service Operations Management 5
• Analysis of Operational Management in Oman Arab Bank 7
• Recommendations 9
• Conclusion 10
• References 12

Description

Operations management today deals with the entire process right from the activity of procuring the raw materials to producing valuable output against the traditional operations management, which dealt only with production activities. Today, the operations management includes the core and noncore processes, which include manufacturing, product design and development, customer service, supply chain management etc. The inefficiency in any of the activity can lead to bad reputation of the organization or lead to other issues in the organization. Oman Arab Bank is a well-known bank and has a good reputation for corporate banking, but the bank’s customer service operations in the retail banking has been deteriorating due to lack of effectiveness and efficiency in the customer relationship officers. The analysis of the factors leading to the inefficiency reveals that it lacks on few of the performance indicators such as time and cost and the competency of the employees. By adopting effective practices and providing adequate training the bank would be able to enhance the customer service operations.