Souce:
About TQM
Components of Leavitt'sDiamond
HSBC
Response:
In Lecture 6, we mainly learnt about role of IT, Leavitt
Diamond and TQM.
Role of IT:
IT plays an important role in business process. IT helps
to improve the efficiency and effectiveness of the process. For example, it
enables very fast sharing of information.
The Leavitt Diamond:
There are four components in an organization, People,
Task, Structure and Technology. There are interactions between these four
components. If one of the components changes, other components will be
affected.
TQM:
TQM is a management approach which concern about the
customers. It focuses on customers and thus improves the quality of products
and services in order to satisfy customers.
Case Study:
HSBC
HSBC is a universal bank which provides banking and
financial services. It is the largest bank in Hong Kong.
In the past, people were required to go to the bank
and queue for a long time in order to do transactions, save money or withdraw
money. All these processes were only handled by the staff in the branches of
HSBC.
Later, ATM started becoming popular and more people
use ATM instead of queuing in the branches of the bank. ATM can be found in
many places like MTR stations, shopping malls and beside the streets. Customers
do not have to go to the branches of the bank to withdraw money or do some
transaction.
Recently, because of the invention of the internet,
e-banking system is created so that customers can do transactions or use many
banking services on the internet. For example, transferring money to other
account or paying bills can simply by clicking a few buttons.
Role of IT
in HSBC:
In order to survive in the banking industry, IT
plays as a necessity to HSBC. ATM and the e-banking system are the examples of
IT in HSBC. These technologies are very important. All other banks are using
these technologies and they are indeed convenient to customers. Customers can
do transaction within a very short time. Using the e-banking system, customers
can even do transaction without geographical limitation. The original process
is greatly simplified. In the past, customers have to go to the bank and ask
the staff of the counter to help in transferring money. Staff then needs to
fill in the form in order to finish the process of transferring money. Such a
process would require at least 5 minutes. But now just a few seconds, the
process of transferring money or paying bills can be finished.
Components
affected by the change in technologies in HSBC
Arising of new technologies reduce the workload of
the employees. However, many processes become computerized and less employees
are required. Therefore, HSBC fried many employees. The tasks performed by the
employees changed. For example, in the past customers could go to the bank and
withdraw money directly without paying any handling fee. However, now customers
have to pay for the handling fee of withdrawing money in the bank. The tasks
have been changed. Since more customers choose to use the e-banking system
implies less customers go to the bank, an employees can perform more tasks.
Problems
arise from the new technologies
Although the e-banking system and ATM are very
convenient to the customers, there are many security problems. There are fake
websites which are similar to the original e-banking website in order to get
the username and password of the customers. Besides, some guys installed very
little cameras in the ATM and tried to get the passwords of other people. In
addition, the bad guys may hack into the e-banking system to steal the
information of the customers.
To address the security problems, HSBC should offer
a series of measures to protect customers from the internet fraud like double authentication.
Conclusion
HSBC simplified some of the processes such as the processes of transferring
money, withdrawing money and saving money. The new technologies ATM and
e-banking system change the people, tasks and the structure of HSBC. These
technologies help customers to do transactions quickly. The new processes are
efficient and effective. However, the security problems are concerned by
customers. To improve the service quality, HSBC should maintain a high security
e-banking system.
- The study and application of Leavitte Diamond concept in the HSBC example is not sufficiently in-depth, e.g. How the new ATM and Internet affects the people / staff in HSBC - retraining ... close down of physical retail HSBC bank ...
回覆刪除.. more discussion on the change and alignment is needed
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Mark: Average