Question: AB Banking has gone through a major operations improvement plan to improve customer services. The board of directors are concerned as to ensure that these

AB Banking has gone through a major operations improvement plan to improve customer
services. The board of directors are concerned as to ensure that these improvements are
MBA5926
MAY/JUN 2023 SUPPLEMENTARY EXAMINATION
5
sustained to ensure a good service culture. As you are the Director responsible for the service
portfolio you are requested to discuss how the improvements will be sustained. These
improvements had included training of all employees, upgrading of software, solar systems for
electrical backup and new telephone systems.
Provide the contents of your discussion

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