Question 1: As a group, identify the pros and cons of implementing an online banking

service at S&B and decide on a way forward.

Ans-
Advantages:
 The bank's history—The bank's history in that particular location will aid customers in
adopting their online services.
 A wide range of services are available- With online services, the bank can offer consumers
more than just retail or merchant banking.
 USP- is a classic "Local Bank" that allows clients to build trust and camaraderie through its
online offerings. The bank may also be able to improve services for the local area.
 Competing with major companies- by having a strong digital presence, the bank will be able
to compete more effectively with new-age players, as they will have an advantage over them
due to years of trust and geographical recognition.

Disadvantages:
 Due to its increasing reach and minimal infrastructure costs, the online platform is flooded
with various banking services.
 Expensive installation costs - In terms of software development and aggressive marketing,
the installation costs of online platforms are high.
 Personalisation is lost - Because internet platforms have such a wide reach, the customised
services that certain consumers received and the physical one-on-one consultations are
severely harmed.
 Employee layoffs and related costs - Because most online services are AI-driven, the number
of employees required is reduced. As a result, considerable personnel remuneration is
required.
 Software quality assurance costs - in order to safeguard software from viruses, flaws, and
hackers, it must be constantly monitored and maintained, which adds to the expenses of the
software.

What can be done in the future

Given the advantages and disadvantages outlined above, we believe the bank should continue to
offer internet banking. Online banking allows users to access banking services regardless of their
physical location and allows the bank to offer a wider range of services. Despite the high initial and
ongoing expenses of installation and maintenance, online banking services help the bank save
money in the long run, allowing it to recoup earnings. Finally, it improves service transparency and
client satisfaction.

Question 2: Based upon above management issues, Identify the key competencies, and a
list of behavioural indicators highlighting that competency?

Ans-
 As indicated at the outset of the case study, the bank has established presence in the north
east, which is heavily reliant on several enterprises such as shipbuilding, petrochemical
refining, and other heavy industries. The way they try to provide a variety of services to
clients online while maintaining high work standards is an example of this.
 One of the bank's most distinguishing features is that it does not keep developments from
junior management under wraps; rather, it solicits feedback from junior management in
order to foster an open and inclusive company culture.
 The behavioural signal that the organisation sought to change to current survival patterns in
order to keep their market position supports critical thinking and adaptation. The fact that
the board members, junior and senior management were able to come up with a strategy
that could help them keep their market share shows that they are capable of critical
thinking.