Operation Management - Overview of the Organization

Running head: OPERATION MANAGEMENT
Assignment Task 1A
Name of the Student
Name of the University
Author’s Note

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Table of Contents
1. Introduction to the selected organization.....................................................................................2
1.1 Overview of the organization................................................................................................2
1.2 Operational principle important for enterprise......................................................................2
1.3 Discussion about operational strategy by elaborating the alignment with the corporate
strategy.........................................................................................................................................3
1.4 Definition of the inputs, transformation process and output elements..................................4
1.5 Overview of the operational challenges faced by the organization.......................................4
2. Review of the operational strategy..............................................................................................5
2.1 Exploration of long-term solutions for addressing the challenges........................................5
2.2 Discussion about the internal and external influences...........................................................6
3. Supply chain management...........................................................................................................8
3.1 Three SCM strategies for successful and profitable enterprise with recommendation and
example........................................................................................................................................8
4. Quality management approaches.................................................................................................9
4.1 Quality management approach highlighting mindset for adding value to the operations.....9
5. Ways in which AI can enhance the overall business operations...............................................11
5.1 Ways in which big data driven platform enhance business operations...............................11
6. Conclusion.................................................................................................................................15

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1. Introduction to the selected organization
1.1 Overview of the organization
The paper mainly reflects on the organization “HSBC bank” which is one of the
multinational financial service holdings as well as investment bank. It is found that the bank is
mainly organized with the help of four different business groups including global Banking,
Commercial Banking, Retail Banking, Wealth management as well as Global Private Banking.
In UAE, the HSBC bank helps in providing different types of conventional as well as Islamic
commercial services including loans, deposits, credit cards as well asset management services.
They also provide other services including corporate finance, investment advisory within the
mergers as well as acquisitions.
1.2 Operational principle important for enterprise
HSBC’s commercial banking-based business generally helps in providing a number of
opportunities starting from relationship management to trade finance. The different types of
operational principles which are considered important for the HSBC bank is mainly listed below:
 Liquidity: The principle of liquidity is quite important in HSBC bank for managing its
operations as liquidity generally refers to the proper ability of an asset for successfully
converting into cash without any loss in a very much short period of time (Dochshanov,
Verotti and Belfiore 2017). Paying the money that is deposited on the customer demand
is generally called liquidity in context to banking.
 Profitability: The main objective of HSBC bank is to earn profit and in order to earn
profit, it is quite important to invest in short term loans for successfully compensating a
certain amount of money as liquidity.

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 Remittance of funds: The HSBC bank generally helps in facilitating proper fund transfer
from one particular place to another by effectively leveraging the vast network of
branches which are generally interconnected with one another (Mojica et al. 2017).
 Saving: This particular principle helps in collecting different types of funds by
successfully creating different types of saving facilities. The HSBC bank after then
invests these saving for generating proper amount of profit which further reflects that
more savings means more investment and then more profit.
1.3 Discussion about operational strategy by elaborating the alignment with the corporate
strategy
The operational strategy of HSBC is to analyze the orientation of the entire organization
effectively and how this particular orientation generally affects the ability of delivering key
operational components for its proper survival including speed, quality as well as flexibility.
Secondly, it is quite necessary to determine the various key changes within the entire
organization (Mwamila et al. 2015). In addition to this, it is necessary to develop centralized as
well as specialized processing in order to gain economic efficiency with the different financial
service groups and this generally helps in making the customers comfortable due to which the
bank attract a very much larger percentage of the target market. The integration of the financial
service companies must be less integrated with very much little activity that is generally
outsourced which further helps in aligning with the different corporate strategy (Seng, Jantan and
Ramayah 2017). Furthermore, the HSBC banks generally review the existing accounts for
determining positive banking as well as credit trends within the customers. These determined
positive trends generally helps in sending pre-approval letters for the credit cards as well as lines
of credit and mortgages.

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1.4 Definition of the inputs, transformation process and output elements
According to Ani (2017), operations management of HSBC bank generally helps in
transforming the input that is labour, equipment, buildings, materials as well as information into
outputs like goods as well as services which further provide added value to the customers. In
addition to this, HSBC bank generally strive to maximize the quality of the entire transformation
procedure for meeting different needs of the customers. Moreover, it is stated by Meng, Fu and
Butler (2016) that a transformation procedure is one of the activity or it is a group of activities
that generally takes more than one input for transformation and further adds proper value to them
in order to give output for the customers. It is found that when the inputs are generally raw
materials then it will be quite easy for determining the transformation that is involved.
1.5 Overview of the operational challenges faced by the organization
The different types of operational challenges which are faced by the HSBC bank in UAE
are mainly listed below:
Complexity: It is found that slowdown within the Asian economic growth generally
disrupted Mr Gulliver’s new pivot Asia strategy which was mainly launched in the year 2015 in
order to properly cut the business and generally reinvest within different promising areas (Zhang
et al. 2017). The inventors generally believe the various types of drawbacks of the sheer size of
the bank and the different type of complexity that generally overweigh the benefit which further
will take much more brutal approach.
Regulation: It is found that the board members of the HSBC bank does not follow the
banking regulation effectively from the last three years and therefore they generally need to
spend very much less time on the various issues as most of the heavy lifting is already done that
further frees up in order to think much more strategically (Liu et al. 2019).

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Conduct: A serious cloud generally hangs over the HSBC in different form of deferred
prosecution agreement (DPA) which was mainly signed with US regulators in the year 2012 for
avoiding criminal charges for effectively laundering $881m for Mexican drug barons in order to
handle different transactions for different countries that are mainly under the US sanctions such
as Libya, Iran as well as Sudan (Infante, Ma and Liebman 2017). It is found that HSBC
generally warned within the annual report that the monitor appointed by the DoJ for expressing
different types of concerns about the pace of HSBC’s in order to clean up its act in the latest
report.
Changing business models: The cost that is mainly associated with the compliance
management is considered as one of the challenges that generally force the financial institutions
to properly change the way in which the entire business is conducted (He et al. 2015). It is found
that increasing cost of capital that is combined with the lowest rate of interest as well as
decreasing return on the equity are generally putting huge pressure on the traditional banking
profitability.
2. Review of the operational strategy
2.1 Exploration of long-term solutions for addressing the challenges
There are a number of strategies that is helpful for the HSBC bank in UAE to resolve the
challenges in order to provide long term solutions for doing business in the current market
effectively.
Attracting and retaining clients: The HSBC banks generally need to stand out in the
crowd for offering customers something very much extra. It is necessary for the HSBC bank to

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help the customers to take proper ownership about the finances in order to teach them for
becoming better money managers for becoming larger client bases (Bui, Hussain and Kim 2016).
Promoting confidence: The economic crisis that generally began in the year 2008 is still
very much fresh in the minds of the customer. Therefore, the HSBC need to provide proper
factual evidence to the customers in order to reflect that their economy has become stronger and
this further attracts a large number of customers towards the banks as they feel safe in investing
their money.
Using technology that customers expect: Technology has generally changed various
expectations of the small business as well as customers. The use of proper technology within the
HSBC banks will generally attract a large number of customers as the customers generally utilize
information on the internet for comparing different financial service-based firm (Ani 2017). It is
found that many of the customers are very much comfortable with the management of money
expect the utilization of different types of user-friendly tools. In addition to this, E-mail based
messaging as well as chat interaction are considered as the primary wats for helping the financial
advisers in order to communicate effectively with the different clients.
Structured with agility: It is found that culmination of various types of factors
generally let the HSBC bank to create new type of competitive offering by successfully
rationalizing business lines and for successfully seeking improvement in context to operational
efficiencies for maintaining profitability (Mwamila et al. 2015). It is found that failure to
properly adapt for the changing options is not generally considered as an option and therefore it
is quite necessary for HSBC bank to be structured with proper agility in order to prepare for
pivot when required.

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2.2 Discussion about the internal and external influences
It is found that due to increase in the level of financial confidence among the various
workers, a large number of customers will generally feel safe in making investment. According
to Mojica et al. (2017), Americans confidence in the year rises from 21% to 26% due to which a
larger percentage of the Americans reflect that they have very much high confidence in the U.S
banks and due to which they feel quite confident in investing their money. Therefore, it is found
that the steps that is used by the HSBC banks not only helps in leveraging stronger confidence
level and building loyalty among the customers as external influences but it also helps in
increasing the net economic benefit that causes internal benefit for the organization.
On the other hand, it is found that the use of different types of technologies within the
HSBC bank generally helps in increasing the number of customers but also assist in improving
the customer service of the organization. The step that is taken by HSBC bank will be helpful in
increasing the internal efforts to successfully innovate with different business for successfully
embracing the various disruptive nature of FinTech (Ani 2017). It is analyzed that there are a
number of key areas that are generally using technology into various financial activities for
developing the journey of the customers. Externally, the profit of HSBC banking generally gets
improved. It is found that in Poland, 60% of the middle-class people are affluent consumers who
generally seeks different types of information from the bank online. The penetration of e-
commerce is at 1.1% compared to 0.9% in Poland in the year 2002. It is found that the affluent as
well as young are generally read to adopt the use of technologies in the banks.
Furthermore, it is found that attracting clients or customers within the banking field is
considered to be very much difficult and challenges as it needs high amount of money which is
generally seven times higher as compared to retaining the existing clients. Therefore, retaining

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clients not only helps in saving money but it also helps in increasing the profitability of the
organization (Liu et al. 2019). In addition to this, the brand value of the banks generally gets
increased. It is analyzed that the national bank of Abu Dhabi generally increases it profit after it
utilizes client retention strategies by increasing customer satisfaction, by building corporate
branding as well as by increasing the loyalty of the customers quite effectively.
3. Supply chain management
3.1 Three SCM strategies for successful and profitable enterprise with recommendation
and example
The effective SCM strategies must be properly coupled with proper well-defined plan as
well as right tools for helping the banks to properly alleviate pressure. The SCM strategies that
are used by HSBC banks for becoming successful and for achieving profit are mainly elaborated
below:
Adaptive and agile supply chain: After the executives of the HSBC bank properly
understand the demand as well as risk then they generally need to properly adapt their entire
supply chains for changing the market opportunities as well as events. It is necessary for HSBC
to successfully deploy different types of planning opportunities for fine tune operations for
ensuring responsive agility for meeting the various changing demands of the organization
(Arvan, Tavakkoli-Moghaddam and Abdollahi 2015). The new model that is mainly utilized by
HSBC bank generally calls for proper as well as dynamic supply chain adjustment for rapidly
responding in context to the different market changes. This further helps in reducing shocks
across the supply network and further helps in increasing visibility by enhancing proper
collaboration across the supply chain including proper reliable as well as predictable sourcing
(Gornall and Strebulaev 2018) For example, First Gulf Bank in UAE generally utilizes adaptive

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as well as agile supply chain strategies that help the bank increasing collaboration across
different supply chain and further helps in making proper decision within the business with the
help of better analytics as well as support.
Adopting demand driven planning: The right prediction as well as contingency
planning tools helps in ensuring proper view as well as an effective response to the various risks
including the suppliers that generally ensure proper view as well as proper response to the risks
including the suppliers that goes out of the business (Tachizawa, Gimenez and Sierra 2015). The
HSBC bank need to properly adjust promotion-based strategies for shaping the demand and for
driving the growth within the economy as well as for expanding the margins for very much high
demand-based service. In addition to this, the main key is to properly leverage a number of
opportunities in order to mitigate a number of challenging events that is mainly considered
within the business. Furthermore, properly agile demand-based supply chain within the bank
generally need proper visibility across the entire business from the buyers as well as to the
market in order to supply (Hofmann and Johnson 2016).
Embed sustainability within the operations of supply chain: It is found that without
proper supply to meet the customer facing stakeholders for meeting the agreed upon the various
service levels, it is necessary to hold inventory buffers for ensuring meeting with the customer
service levels (Wang 2017). Moreover, working on various continuous improvement as well as
operational excellence is considered as the foundation for the successful supply chain operations.
It is analyzed that both the Oracle as well as cloud generally helps in providing proper
infrastructure as well as applications to support sustainability within the operations of supply
chain (Camerinelli 2016).

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4. Quality management approaches
4.1 Quality management approach highlighting mindset for adding value to the operations
Quality service is generally considered as one of the important issues that helps in
preserving as well as for propagating within the competitive marketplace. Within the present
trend of trade globalization, it is necessary for the banks to provide excellent service to the
various customers in order to get proper sustainable competitive advantage (Luburic 2015).
Quality within the banks generally only mean to properly satisfy the expectations of the
customers but exceeding the various expectation as the perception about the quality is generally
changing over the years. The various quality management-based approach that is used for adding
value to the entire organizations are generally elaborated below:
Quality of customer service: The main factor is to properly asses the performance that is
related with the banks is the quality of their services. The main trend for HSBC bank is to
properly satisfy the expectations of client in context to quality for achieving proper level of
satisfaction for ensuring proper continuous improvement in order to keep proper outstanding
performance against different competitors (Awan and Ahson 2015). It is quite necessary for the
HSBC banks to generally focus on improving, controlling as well as measuring the service-based
quality quite effectively. For example, the Union national bank in UAE provides proper
customer service which generally keep the customers as well as investors happy and satisfied
which further act as an important point in the business growth of the organization.
Banking service-based product quality: Banking service-based quality generally helps
in playing a significant role in properly determining the perception of the customers for the
overall banking service-based quality which is further associated with product variety as well as
a number of diverse features (Stulz 2015). It is analyzed that the banking related product quality

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generally tends to provide proper best services without knowing about what the customers
generally want to expect. This particular service can generally vary from financial transaction
paying bills automatically.
Internet service quality: It is found that the growth within the internet as well as
information system generally led to appearance of a number of services due to which the bank as
well as customers can interact effectively (Alolayyan et al. 2018). In addition to this, cost
reduction as well as delight customers with the help of the automation are generally considered
as the most important reason for the various online services. It is found that banks like Mashreq
Bank utilises proper quality of internet service in order to provide proper service to the various
customers (Nyamari 2017).
5. Ways in which AI can enhance the overall business operations
5.1 Ways in which big data driven platform enhance business operations
It is found that use of AI driven platform is generally predicted to drive around 40% of
the additional productivity by the year 2030. It is found that that HSBC’S flagship generally
developed pepper robot for meeting and greeting different role. However, it is found that ATM
usage generally have increased by 6.2% rather replacing staff such that the tireless pepper has
generally freed time for devoting time for a number of productive based tasks effectively.
Furthermore, it is found that HSBC have spent around US$2.3 billion for enhancing the digital
capabilities quite effectively (Wallis and Paich 2017). It is found that the bank generally created
a new platform that is mainly partnered with various technology-based companies. The ways in
which AI based platform generally helps in enhancing the operations of the business are
generally elaborated below:

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Chatbots facility: It is found that there are a number of reasons why people generally
deride different banking hours. It is found that the banks generally never seem to be open when
you generally require them the most. It is found that facility of chatbots with the help of AI
generally helps in handling customer queries regarding the transaction in the bank. It is found
that a number of banks generally have followed suit with some mixed as results. For example,
the facility of chatbots are used by different banks like Mashreq Bank to remain aware about the
different merchant services as well as loan offering which generally helps in resolving payment
or credit related challenges issues (Kumar et al. 2018). In addition to this, the AI based assistants
generally keep the customers very much aware about the pattern in order to engage with the
various customers at different times for more successful conversions as well as different types of
customer experiences.
Improved decision making: It is found that HSBC bank in UAE must utilized AI based
system in order to keep the customers informed and for providing them help in taking profitable
loan as well as credit-based decisions. Presently, there are a number of banks who are generally
confined with the utilization of credit scores, credit history as well as different types of customer
references within the banking transactions for determining the company as creditworthy (Yang
and Siau 2018). Moreover, the data which are generally present, AI based loan decision system
as well as machine learning algorithm generally looks at various patterns for determining
whether the customer has limited credit history.
Reducing operating cost: AI use within the HSBC bank generally helps in eliminating
most of the time intensive as well as error prone work that is mainly involved in properly
entering the data of the customers from different contract as well as forms. In addition to this,
improved way of handwriting recognition as well as natural language-based processing as well

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as other technologies are generally combined with the intelligent procedure-based automation
tools which are generally utilized in the operations of the back office for handling a number of
banking workflows (Jain 2017). Moreover, replacing the human procedures with the help of AI
automation will generally help the HSBC bank to properly handle a number of banking-based
workflow. As per Accenture, banks are generally seeing between 25% to 20% saving within their
operations with the implementation of AI system in their back-office workflows.
AI assistant for investing: It is found that some of the banks are generally delving better
within the world of AI with the help of the smart system in order to make a number of
investment-based decisions for supporting a number of investment-based banking research. It is
found that firms like UBS as well as ING generally utilizes AI system in order to scour the
market for untapped investment related opportunities for informing their algorithm-based trading
systems (Dunis et al. 2016). While humans are generally within the loop with all these
investment related decisions such that the AI systems are mainly uncovering a number of
opportunities with the help of better modelling.
It is found that use of AI within the HSBC bank generally raises a number of challenges
for the banks that are mainly listed below:
Data quality: The prediction power of an algorithm is very much dependent on the
quality of data that are generally fed as input. In context to quality sources, it is analyzed that
biases are generally found to be hidden within the data. Both the time as well as effort are
generally needed for properly preparing and gathering an appropriate set of data which generally
gets underestimated (Mrass, Peters and Leimeister 2018). Within the HSBC bank, the
reconciliation of data from front to back is considered quite problematic such that the data are

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referential with different types of quality issues. Having proper data quality program is
considered prerequisite to any type of large scale of artificial intelligence-based initiative.
Responsibility: It is found that the utilization of intelligent machines helps in
representing a challenge in context to liability. It is found that HSBC are generally reluctant for
providing machines full autonomy as their behaviour is not reflected as fully foreseeable. They
generally tend in order to keep the human supervisor for properly validating the decisions of the
machines for different types of critical activities including the release of the payments as well as
validating trades. Present compliance as well as different types of operational security standards
are generally considered very much strict and it is considered that they will generally get loosen
over time when the technology gets mature (Muthukrishnan et al. 2017).
Narrow focus: Designing AI are generally helpful in solving some of the AI issue but it
generally does not deviate what they are mainly designed. An algorithm is mainly trained in
order to detecting a number of payments that further does not impact any type of suspicious
activity. Moreover, the algorithm must be considered rational and it is found that lack of
essential factors including emotional intelligence as well as ability of conceptualizing
information unlike the human beings. This is one of the reasons why banking chatbots often
disappoint.
Black box effect: The results that are associated with the intelligent algorithm are
generally considered opaque and are not verifiable. They generally help in delivering a number
of statistical truths which are generally considered wrong on different individual cases. The
results generally can be hidden bias which is very much difficult to determine. The diagnosing as
well as correcting of different algorithm is very much complex (Jain 2017). The fact that there is
no presence of proper explanation such that why the algorithm generally helps in providing

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positive as well as negative answer to different question which generally cause disturbing for a
rational mind of the bank. This is generally often considered a blocking point for the utilization
of banker’s rational mind.
6. Conclusion
It can be concluded from the entire paper that different operational principles which are
utilized by HSBC bank in order to resolve different operational issues are considered to be
important. It is found that various operations strategy of the firm are generally discussed by
successfully explaining the alignment with the various corporate strategy of the entire strategy.
In addition to this, the paper provides proper definition of the inputs, transformation procedures
as well as different types of output elements of the operations which are generally presented. The
paper also reviews SCM strategies as well as quality management strategies which are mainly
used by the HSBC organization in order to improve their business operations. Furthermore, the
paper also reflected the important of AI platform for showing how it helps in enhancing the
overall operations of the business.

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