CONSULTANT REPORT FOR THE RESOLUTION OF PERFORMANCE ISSUES USING A FICTITIOUS BANK AND CONSULTANT AS A CASE STUDY
Keywords:
Bank, financial institution, banking reform, change management, project management, performance management, restructuring, consulting, Pareto, root cause analysisAbstract
Lunnard Bank Plc, a Nigerian Commercial Bank, requested Amberrich Consultancy Co. Limited to carry out an analysis of the bank with the aim of providing a proposal on the resolution to the issue facing the bank–its inability to meet branch targets as indicated by its declining performance. This decline in performance was a result of disgruntled staff which had impacted negatively on customer service. These issues came about a year after the bank underwent restructuring which involved the original bank, Assentt Line Bank Plc, being bought over by Lunnard Bank. The restructuring itself arose from the need to meet the demands of the policy set by the Nigerian Apex Bank with respect to the operation of commercial banks in Nigeria.
This report comprises the proposed line of action and methodologies of Amberrich Consultancy Company Limited in resolving the issues facing Lunnard Bank Plc. These include various consultancy tools at our disposal. approach at Amberrich Consultancy Co. Limited are best practice and have been benchmarked against global standards.
This report contains main groupings of recommendations and a supplementary approach to problem resolution as follows:
- Determination of causes of poor performance
- Resolution of staff issues
- Improvement of customer experience
- Establishing a path for leadership and cultural changes
- Competitor analysis to aid strategy development (supplementary)
In conclusion, it is recommended that Lunnard Bank Plc should engage the services of Amberrich Consultancy Co. Limited, a reputable, result-driven, and client-centred consulting firm, to assist in driving the changes needed to overcome the challenges and give it a sustainable competitive advantage.
