XYZ is a respectable midsized banking group in India that differentiates itself from its competitors through its attention to customer service and satisfaction. The bank also the lower interest rates for loans. “We are very focused on customer delight and the customer relationship,” says Mr. Patel, Director of the IT service division of XYZ. “The best way to delight our customers is to focus on service efficiency and cost reduction at the same time. What differentiates XYZ is that we provide answers quickly to our customers. For example, we can give an answer to a customer asking us for a mortgage in less than 15 days. The average time for other banks is 30 – 60 days.”

Positioning itself as the “retail bank of the future,” XYZ focuses on providing high-quality services and distinctive experiences for its customers, both in the digital and physical worlds. XYZ is yet to have any online presence. Building an online presence would help it in improving the services. Some internal processes, such as the bank’s service desk support for bank branch employees, were neither automated nor efficient. it also doesn’t have any IT skilled labour on its payroll. Employees would call the service desk personnel, who would often answer the same questions or repeat the same processes throughout the day. “We wanted to focus on creating a solution to reduce or even eliminate the human effort in some of our more repetitive service desk support processes so that our people could concentrate on the processes that add the most value to the bank—the ones that support its customers.” The company needs the technology to support and automate many of its internal and external processes.

Q1 . What Strategy supported by IS Strategy should XYZ should adopt. Perform Resources and Capability Analysis and SWOT to suggest IS strategies. Make an IS strategy with supporting IT initiatives for each strategy covering Technology, Process and People related changes

Q2. Help them in making the decision regarding building vs. buying the IT solutions? Why?