MNO3701
Assignment 1 Semester 1 2026
Unique number:
Due Date: March 2026
This document includes:
Helpful answers and guidelines
Detailed explanations and/ or calculations
References
Connect with the tutor on
+27 81 278 3372
, FIVE BASIC PERFORMANCE OBJECTIVES IN OPERATIONS MANAGEMENT:
APPLICATION TO ABSA BANK
1) Performance area: Quality
What it entails: Doing things right consistently—error-free, compliant, and “fit for
purpose” service. (Slack et al., 2017)
Significance in operations management:
Quality reduces rework, complaints, fraud exposure, and regulatory risk. It improves
customer trust and loyalty because banking customers judge “right vs wrong” quickly
(correct balances, correct charges, correct advice). (Slack et al., 2017)
Absa example:
Card dispute quality: A customer disputes a debit order. A quality process
means the case is logged correctly, evidence is checked, the customer is
updated accurately, and the correct reversal decision is made the first time.
“Right-first-time” account opening: All FICA documents are verified
properly at first submission so the account is activated without later
compliance rejections or repeated branch visits.
(Performance objective: Quality) (Slack et al., 2017)
2) Performance area: Speed
What it entails: Minimising the time between the customer request and receiving the
service in full. (Slack et al., 2017)
Significance in operations management:
Speed improves customer experience and reduces internal queues and backlogs.
Faster throughput also lowers waiting “inventory” (unprocessed applications, pending
tickets, unresolved queries). (Slack et al., 2017)
© Study Shack 2026. All rights Reserved +27 81 278 3372
Assignment 1 Semester 1 2026
Unique number:
Due Date: March 2026
This document includes:
Helpful answers and guidelines
Detailed explanations and/ or calculations
References
Connect with the tutor on
+27 81 278 3372
, FIVE BASIC PERFORMANCE OBJECTIVES IN OPERATIONS MANAGEMENT:
APPLICATION TO ABSA BANK
1) Performance area: Quality
What it entails: Doing things right consistently—error-free, compliant, and “fit for
purpose” service. (Slack et al., 2017)
Significance in operations management:
Quality reduces rework, complaints, fraud exposure, and regulatory risk. It improves
customer trust and loyalty because banking customers judge “right vs wrong” quickly
(correct balances, correct charges, correct advice). (Slack et al., 2017)
Absa example:
Card dispute quality: A customer disputes a debit order. A quality process
means the case is logged correctly, evidence is checked, the customer is
updated accurately, and the correct reversal decision is made the first time.
“Right-first-time” account opening: All FICA documents are verified
properly at first submission so the account is activated without later
compliance rejections or repeated branch visits.
(Performance objective: Quality) (Slack et al., 2017)
2) Performance area: Speed
What it entails: Minimising the time between the customer request and receiving the
service in full. (Slack et al., 2017)
Significance in operations management:
Speed improves customer experience and reduces internal queues and backlogs.
Faster throughput also lowers waiting “inventory” (unprocessed applications, pending
tickets, unresolved queries). (Slack et al., 2017)
© Study Shack 2026. All rights Reserved +27 81 278 3372
