Scribd
Upload
109 views2 pages

Case Study-Service Management

This document discusses a case study on service management for Group 3, which includes 5 students. It asks 3 questions: 1) Compare the strategic service visions of El Banco and United Commercial Bank, 2) Identify the service winners, qualifiers, and losers of each bank, and 3) What are differentiating features of banks targeting ethnic communities? For question 1, it outlines the different elements of strategic service vision for each bank. For question 2, it identifies the qualifiers, winners, and losers for each bank. For question 3, it notes that differentiating features include cultural focus on language and setting, products fitting community needs, and suitable locations.

Uploaded by

Amadea Sutandi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
109 views2 pages

Case Study-Service Management

This document discusses a case study on service management for Group 3, which includes 5 students. It asks 3 questions: 1) Compare the strategic service visions of El Banco and United Commercial Bank, 2) Identify the service winners, qualifiers, and losers of each bank, and 3) What are differentiating features of banks targeting ethnic communities? For question 1, it outlines the different elements of strategic service vision for each bank. For question 2, it identifies the qualifiers, winners, and losers for each bank. For question 3, it notes that differentiating features include cultural focus on language and setting, products fitting community needs, and suitable locations.

Uploaded by

Amadea Sutandi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

Case Study – Service Management

Group 3 :

- Beata Angela Ajinata ( 0106021810027)


- Amadea Louise Sutandi ( 0106021810001 )
- Terrence Susetio ( 0106021810032 )
- Vincentius Marvin Purwanto ( 0106021810016 )
- Samuel Fors Dopazo ( 0106021810070 )

Questions

1. Compare and contrast the strategic service vision of El Banco and United
Commercial Bank.
2. Identify the service winners, qualifiers, and service losers for El Banco and United
Commercial Bank.
3. What are the differentiating features of banks that target ethnic communities?

Answers :

1.
Strategic Service Vision El Blanco United Commercial
Element Bank
Service Delivery System  The actual or  They do import and
physical setting is export services.
Hispanic.  Mostly speaking in
 Mostly speaking in Chinese.
Spanish.

Operating Strategy  The company is  They have branches


utilizing ‘ in Chinese –
Franchise’. American
 Low cost informal communities.
store fronts.
 Offices in Chinese
speaking countries (
China, Taiwan, etc )
Service Concept  Attract people who  Loans money to
just started using businesses.
bank.  Low fees.
 Services are based
on fees.
Target Market Segments  Latin people (  Chinese - Americans
Hispanic )

2.
El Blanco United Commercial Bank
Qualifier  Speaking in  Speaking in
Spanish. Chinese.
 Location is  Effective and safety.
informal.
Service Winner  Check cashing.  They do import –
 Transferring money. export services.
 The fees are low.
Service Loser  Lack of advance  Menacing
services. interest rate on
CDs

3.
 The cultural focus is articulated nicely on the targeted community (language, setting).
 Products that fit complex customer needs ( check cashing, trade finance ).
 Suitable location that are easy to access for the community ( places commonly visited
by members of the community, etc )

You might also like