The overarching theme in the case is a systemic problem, limits to growth created by underinvestment in capacity. For teaching purposes, the case is divided into two parts, Episodes I and II. The first part primarily addresses the marketing side of the Group subsidiary, Royal Barbados Bank (RBB). The second part focuses on the operations side, but should also adopt a more comprehensive, strategic viewpoint, which integrates both the marketing and operations sides, and explore how the managerial issues at RBB are also representative of the prevailing managerial concerns on the RBB Group level.
Learning Objective
Recognizing and addressing limits of growth;Using operations management tools for guiding analysis and development; Understanding the importance of customer segmentation and using customer segmentation to address limits of growth.
Keywords
Banking, Customer Segmentation, Growth, Service Quality, Financial Services
Available Languages
English
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