Case Study Solved - a Day in the Life of a Bank Manager

Topics: Management, Customer, Customer service Pages: 2 (679 words) Published: November 25, 2008
CASE STUDY 1 – A DAY IN THE LIFE OF A BANK MANAGER Q1: To what extent does Wong Gillmore’s day coincide with the managerial work methods identified by Mintzberg? What roles are evident in her activities? After reading the case study of Marjorie Wong Gillmore, a bank manager at the Milpitas branch of Bank of America, we can easily see that her activities conform to a great extent to the observations made by Henry Mintzberg. We see that her day is occupied with a lot of small activities performed at a feverish pace which includes meeting with potential clients, reviewing team performance, holding staff and general meetings and absorbing the extra workload with her team. Her day starts early and to accommodate meeting new customers, she has to conform to a very busy schedule. She usually plans her day ahead and prioritizes tasks that need to be performed on the next working day which signifies that as a Manager she has to perform a lot of varied, brief and fragmented activities with disruptions. As part of her job, she has to network socially with new customers, local community and her own staff. We can see that she is performing multiple roles in her job. She is a middle manager with two assistant managers looking after the day to day operations of the branch. Her interpersonal roles signify her as a leader who is motivating her employees for high performance, pitching in with them whenever and wherever needed. She also acts as a liaison between the bank and its customers. Q2: Identify the planning, organizing, leading, and controlling functions performed by Wong Gillmore. A list of Wong Gillmore’s activities are classified below according to the four managerial functions. Planning Activities Meeting with customers. Strategy planning for signing up new customers. Planning ahead for the customer campaign *Organizing Acti*vities Information dissemination to employees. Operation scheduling for customer operations. Resource...
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