Case Study for Operations Management Class


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    Commerce Bank – Case Study

    Commerce Bank. Frei, Frances X.; Hajim, Corey. Case No.
    9-603-080. Published 12/02/2002, Revised 10/03/2006.Harvard Business School Publishing,(22
    pages).
    Notes:DRM-Protected

    XanEdu Extra

    An Excel-formatted spreadsheet containing the exhibits for the case
    above is available at

    http://content.xanedu.com/hs/603080p2.xls

    1.
    Analyze
    Commerce Bank’s service delivery system prior to Retailtainment. How well does
    the company’s operations design support its competitive position? Which
    decisions in particular do you find critical to the bank’s success?

    2.
    What was the
    motivation for the Retailtainment program? How well did Retailtainment meet
    these goals? How if at all would you modify the program?

    3.
    What would
    you advise as the competitive response to Commerce Bank’s market entry?

    4.
    Briefly look
    at the financial statements for Commerce Bank and the industry (Exhibits 1-4).
    Do you see support, or cause for concern, of the bank’s strategy in the
    financial statements?

    1. Case Assignments

    General

    For
    each case assignment, your job will be to investigate the firm’s problem(s) as
    they relate to Service Operations and prepare a written paper for each case. The
    format of your paper should be as follows and not to exceed 5 pages (Either 2
    or 1.5 spaces between lines) excluding the Appendices section:

    Executive summary – a couple of short paragraphs which summarize the
    remainder of the report

    Background– use this section to lead in to your Problem Statement;
    identify symptoms, critical factors and the current state

    Problem Statement – a succinct statement of the problem/dilemma/issue,
    preferably in a single declarative sentence; be careful to identify the real
    problem and not the symptoms of the problem

    Analysis – apply operational models, course content, and
    outside research to support your position; logically discuss options,
    implications and tradeoffs

    Recommendations and Conclusions –these should be your recommendations regarding how
    the organization should deal with the problem; they should be fully supported
    by the Analysis section

    Appendices– References and Charts – does not count towards the 5
    pages

    Citations
    must be referenced according to APA style.

    Appropriate references: This is a library research paper and you must
    use at least 3 different sources, not including textbooks. These sources should
    be company websites, industry sources, periodicals, such as the Wall Street
    Journal, Business Week, and so on, and governmental sources such as the SEC.
    Wikipedia and other similar sources are not to be used in this course.

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