Star-Bucks Memo

Without explaining the case, Jyske bank changed from being Unremarkable, Unidentified, Conservative, and well managed. So they are targeting Danish families, and Danish small businesses. They are serving their target with determined values as personalization, respect, flexibility, common sense, and financial product. In order to achieve value they need to close the gaps. As a quality consultant for Jyske Bank, I will recommend steps and explain it for filling the gaps.

For filling the Gap of listening, I recommend from what we discussed in class the survey data. So it is always the best way to reach to a direct opinion, thought, motive, and experience. Surveying the customers and making it an easy process that won't make the customers annoyed. Online or even hard copy surveys should be collected and from the analysis of the data, the bank will know what the customers want and they will fill the gap of listening. In addition, the front line service providers act a very important role in knowing what the customers want. They should be very friendly and show care for every detail and complain, and they also should show that they are interested to hear the customers, not just accomplishing job. For filling the Gap of the services and standards so that Jyske would decide what they will give the customers, team responsibilities should be the main focus. Teams should know by hard what they should do and what they will deliver for their customers and how to satisfy their customers. Moving to the third gap which is the performance gap, it mainly depends on the employees to perform in a way that satisfies the customer. Employees should always perform in teams, as the idea of teams is not just for effectiveness, but also to cover on each other in filling the gap. As not all the performance depend on one employee, but the team performance will help to make all the team members help each other for a better performance. Performance in teams also helps in the efficiency if the work, as it helps on distributing the tasks and