Evaluating Supply Chain Functions in the Service Sector: ANZ Bank

This research proposal evaluates the supply chain functions within the operations management of the service sector, specifically using ANZ Bank as a case study. It explores the impact of technology and evolving business practices on supply chain management (SCM), emphasizing the importance of customer satisfaction through efficient service delivery and cost reduction. The research aims to examine the role of supply chain functions, evaluate their effectiveness, and recommend strategies for enhancing service efficiency. The study addresses the research problem of inefficiencies in service delivery due to technological advancements and the need for continuous process adjustments. The methodology includes interpretivism as the research philosophy, an exploratory research design, and an inductive approach to data collection, using mixed methods with both quantitative (questionnaires) and qualitative (journals, articles) data. Data analysis will be performed using thematic analysis to provide insights into the significance of supply chain functions in the service sector, and to identify how the efficiency of operations can be maintained.

INITIAL RESEARCH
PROPOSAL

Table of Contents
Research background.......................................................................................................................1
Research problem............................................................................................................................2
Aims and objectives.....................................................................................................................2
Research questions.......................................................................................................................2
Justification of research...................................................................................................................3
Research methodology.....................................................................................................................3
REFERENCES................................................................................................................................5
Appendix..........................................................................................................................................6

Title- Evaluation of supply chain functions of operations management of service sector.
Research background
In recent times, technology has highly impacted on overall business growth and
development. This is because it has transformed the way of doing business that is producing
goods and offering services. Supply chain and operation management plays a significant role in
an organisation. They are responsible for delivering goods and managing overall operations.
Also, evolution of block chain technology has directly impacted on SCM (Hoekman, &
Shepherd, 2017). The companies are implementing this in supply chain that has improved their
process. Furthermore, it is essential to integrate overall process so that services are offered in
effective way. The frequent technological advancement has eased different functions of supply
chain. For a service providing company it is necessary that they gain satisfaction of customer by
offering high quality services in less time. Hence, overall efficiency is dependent on supply and
operation department. They need to ensure continuous flow of service. Apart from it, in
operation management enables in handling of all activities in an organisation. Through this,
processes are developed of how task will be performed. Here, it is also decided that how
communication will flow, who will interact at front and back end with customers and
stakeholders, etc. However, defining of process makes it easy to attain goals and objectives. This
is because it provides a direction through which tasks will be done.
In service industry, a specific process is followed to do different types of operations.
Thus, it is important to optimise information so that service is offered to right people (Verghese
& et.al., 2015). Here, goal is to reduce cost and delivery time to satisfy customers. Besides this, it
is essential to gather information from various functions so that a defined process is developed.
This helps in proceeding in step by step way to utilise resources. Moreover, any change in
functions of supply chain forced business to change methods.
The purpose of research is to analyse importance of supply chain functions in service
sector. Also, how it benefit in growth of companies through customer satisfaction. Moreover, it
will be easy to investigate how change in functions directly impact on process of delivering
service (Hawkins & et.al., 2015). In this study it will be discussed about cost and delivery time
could be reduced by maintaining service quality.
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Research problem
There are many functions performed in operations management in service sector. Through
this, services are produced and delivered. The functions are integrated and related to each other.
So, currently certain changes have occurred in SCM. It has led to shift in producing services. A
supply chain helps in reducing delivery time and increasing profits. Also, the network must be
strong enough so that there is proper flow of information. Henceforth, banks create a specific
method of delivering services. In this it shown that how each element of service is create and it
interrelate with other one.
It has been analysed that a lot of problems or issues related to services has occurred. It is due
to update in technology and changes in way of offering services. So, banks are not able to
implement specific process. They have to make constant changes in it. Therefore, scholar will
analyse that how by making changes in supply chain functions service can be produced. Besides
this, how delivery time can be reduced to maintain effectiveness of service. Alongside it, due to
ineffective decisions efficiency level of services is reduced. Furthermore, in banks services are
not developed using optimal resources (Baldwin & Lopez‐Gonzalez, 2015). Due to this, there is
rise in cost. Along with it, this study will give suggestions on how efficiency of services can be
maintained. Also, what changes should be made in SCM operations in creation of services and
maintaining their flow within business.
Aims and objectives
Aim - To evaluate the supply chain functions of operations management of service sector. A case
study on ANZ bank.
Objective
 To examine role of supply chain functions of operation management
 To evaluate different functions in supply chain in service sector
 To analyse effectiveness of supply chain in service sector
 To recommend how efficiency of services can be maintained
Research questions
 What is the significance of supply chain functions in service sector?
 What are different functions in supply chain in service sector?
 How effectiveness of operations can be maintained?
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Justification of research
It has been stated that banks are not able to maintain effectiveness of their services. It is
because of technological advancement. It has highly impacted on retaining customers. However,
change in process of offering services has resulted in several issues. This has degraded efficiency
of services and increased its cost. May studies have been conducted in which authors are not able
to identify importance of supply chain in broad way. Also, it is only acknowledged that how
services are produced by taking effective decision. In previous articles the comparison is done
between of supply chain in manufacturing and service sector. In that it is mentioned about role of
their functions and how it is optimised (Lanz & Maurer, 2015). Moreover, it has been described
what bottlenecks occurs and what are core capabilities of operation management in both sector.
The main aim of conducting this research is to examine significance of supply chain
functions of operation management in service sector. The overall growth of services industries
depend on how effective is their supply chain. It is because in this services are produced and
delivered. So, how it helps in satisfying and retaining customers. In addition to it, another
purpose is to analyse how effectiveness of operations can be maintained. This will make it easy
to understand operations in ANZ bank and how they have optimised their services. Here, it is
also decided that how communication will flow, who will interact at front and back end with
customers and stakeholders, etc. However, defining of process makes it easy to attain goals and
objectives
Research methodology
Research philosophy – It contains a framework on which overall research is based. This gives
an insight about on what basis study is done. The scholar will be interpretivism research
philosophy. It will help in analyzing role of supply chain in service sector.
Research design – It is basis of study which is related to collection of data. The data gathered
should be from authentic sources. Research designs are of two types that is exploratory and
conclusive. Here, researcher will use exploratory design. By this supply chain functions can be
explore in service sector.
Research approach – It refers to plan or procedure which states how data will be collected and
analyzed. In present study, inductive approach will be used.
Data collection Method - Data collection is a process in information is used from other related
sources to search answers of problems and examine the results (Mangan, Lalwani & Lalwani,
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2016). In present study, scholar will use mixed method. It is because it will help in evaluating
operations in supply chain. Quantitative data will be gathered via questionnaire whereas
qualitative data will be collected from journals, articles, etc.
Data analysis method- It refers to interpreting data into relevant information so that aims and
objectives are attained. For present research, data analysis will be done by using thematic
analysis method.
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REFERENCES
Books and Journals
Baldwin, R., & Lopez‐Gonzalez, J. (2015). Supply‐chain trade: a portrait of global patterns and
several testable hypotheses. The World Economy, 38(11), 1682-1721.
Hawkins, T. G. & et.al., (2015). Improving services supply management in the defense sector:
How the procurement process affects B2B service quality. Journal of Purchasing and
Supply Management, 21(2), 81-94.
Hoekman, B., & Shepherd, B. (2017). Services productivity, trade policy and manufacturing
exports. The World Economy, 40(3), 499-516.
Lanz, R., & Maurer, A. (2015). Services and global value chains: Some evidence on
servicification of manufacturing and services networks (No. ERSD-2015-03). WTO staff
working paper.
Mangan, J., Lalwani, C., & Lalwani, C. L. (2016). Global logistics and supply chain
management. John Wiley & Sons.
Verghese, K. & et.al., (2015). Packaging's role in minimizing food loss and waste across the
supply chain. Packaging Technology and Science, 28(7), 603-620.
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Appendix
Notes:-
Research background
The frequent technological advancement has eased different functions of supply chain. For a
service providing company it is necessary that they gain satisfaction of customer by offering high
quality services in less time. Hence, overall efficiency is dependent on supply and operation
department.
Research problem
It has been analysed that a lot of problems or issues related to services has occurred. It is due
to update in technology and changes in way of offering services. So, banks are not able to
implement specific process.
Justification of research
The main aim of conducting this research is to examine significance of supply chain
functions of operation management in service sector. The overall growth of services industries
depend on how effective is their supply chain
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