Case ID: 602104     Solution ID: 37029

Pilgrim Bank A Customer Profitability Case Solution


This text is been referred in the third module of the Managing Service Operations course, which extensively covers various situations illustrating how managers can make more informed and sound decisions by the meaningful use of the customer data (606-097). It attempts to deliver the significance of the data analysis and its critical role in the various managerial decision making circumstances. The case specifically talks in reference to a retail bank who is at a crucial stage of deciding upon its online banking system. The management carefully evaluates the feasibility of the options available; either to formally charge the users for its online banking services, or to compensate them somehow through an entirely different policy. As the bank enjoys a wide online customer base, it can easily determine the impact of these services on the bank’s profitability, before inculcating them formally in their policy procedures. Majority of the information shared in the case, represents an MBA graduate’s experience who personally conducted the data analysis in order to come up with a suitable policy recommendations.

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