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Managing Operations Undoubtedly RBS managed its resources successfully Forecasting is one aspect of planning capacity Its four functions are marketing operations HRM and finance RBS took measures according to these functions in order to plan its capacity Take the Manufacturing Division and Retail Division one of the customer-facing divisions for example Firstly RBS used psychometric tests to draw out appropriate staff who were interested in people for front office branches and those who were interested in processes and systems for backroom Manufacturing Divisions This method could plan and distribute human resources well and meet the service quality standards Figure 1-1 Service Package Physical Items Operations Control Service Contact Process Backroom Front Office Backroom Front Office Produced Produced Produced Produced No contact No contact Low contact High contact Controlled From Equipment people Predictable Unpredictable Encounter Encounter Figure 1-1 Secondly RBS made great effort to plan capacity in new operating processes and outputs patterns It launched the Direct Line to deliver financial services by telephone and it successfully set foot in private motor insurance It also opened the online bank as the complement of the traditional bank These measures could make RBS competitive based on the successful capacity planning In the other hand customers satisfaction could be met by the high level of quality standard Thirdly RBS took several measures which were focused on the marketing function of forecasting RBS
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