Evaluation of MBA Consultancy Project Proposal

Topic: “Perception on Customer Experience Management on the Value Added Services of BoBL:
mBoB, Cards and ATMs at its Branch Level”

SL.No Category Marks Marks Comments

Assigned Scored
1. Background
1.1 Rationale 5  Topic may be refined
of the  Most of the reasons (rationale) for need of study on
Project CEM is not current. For instance, BOBL was least
efficient FI in Bhutan at 2008 which is 10 years ago.
Today, many changes are seen in the bank. Similarly,
customer handling procedure issue (2016) – Is it still
problem with the bank?
 Why BOBL wanted you to study on CEM? You might
have recorded during the discussion with client.
1.2 Research 4  No research questions mentioned
Questions  Objectives are broad and vague (avoid use of words –
& ‘to study’ ‘to find out’. Objectives need further
Objectives refinement – try to be specific and focused. What is the
main intention of the project?
2. Methodology
2.1 Research 3 Need to improve in structure of sentences to draw the
Design clarity of method.
2.2. Sampling 2 Sample size determination is not justified adequately. Why
Techniques kept same sample size for each branch? The customer base
for each branch will be different and it should help you in
determining the sample size.
2.3 Survey 2 You cannot use the same existing items/questionnaire. The
Instrument survey questionnaire must be adapted, meaning, items
under each dimension (or even dimension itself) should be
changed & contextualized to fit the customers of BOBL in
Bhutan.
3. Expected
Outcome
3.1 Operational 2 Expected outcomes/deliveries to the client and its possible
Outcome impact (significance) are not specified, however, study
3.2 Policy 2 result has potential for policy change at company level.
Impact
Total 20

Evaluators Signature