Supply Chain Management, Service Design and Quality Assurance

Abstract

The objective of the field study is to assess and analyse the organization of the operations function towards quality of a Bank. The service, a mortgaged term loan facility of the ABC Bank PLC is selected for this purpose. Furthermore, the research objective of this study is to highlight the service design and quality as well as highlighting its benefits. How SERVQUAL is been used, where is been used and its benefits were all discussed in this study. The study has been concentrated on different operational aspects such as process & capacity, service design, location layout, supply chain management, employee work design & quality assurance.