a) Define what is meant by operational performance objectives and (with reference to CIMB websites) critically discuss which operational performance objectives are being addressed by the CIMB SBT...

a) Define what is meant by operational performance objectives and (with reference to CIMB websites) critically discuss which operational performance objectives are being addressed by the CIMB SBT initiative. Examine the benefits to CIMB of meeting these objectives. (25 marks)
b) Critically discuss which process technologies are appropriate for implementing the CIMB SBT initiative and assess the problems associated with their introduction.          (25 marks)
c) The CIMB SBT initiative was designed to last six months.
Critically discuss how benchmarking can be used in conjunction with key performance indicators (KPIs) to assess the effectiveness of the initiative. Identify and discuss the application of FIVE (5) significant KPIs as part of your answer. (25 marks)
d) The CIMB SBT initiative allows customers to chat online to CIMB bank employees who can answer their queries and help them to apply for accounts and loans etc. However, there are only a limited number of bank employees available at any one time, which leads to customers having to wait in an online queue to speak with a member of staff.
Consider customer perceptions when waiting in an online queue. Propose and critically evaluate the ways in which CIMB could improve customers’ experiences of queueing online, in order to stop them from abandoning the queue.