BUSI 650 LIBERTY UNIVERSITY Annotated_Bibliography ESSAY 2023.pdf

Joshua Anderson

Liberty University

BUSI 650: Operations Management

Integrative Learning Project: Annotated Bibliography

Dr. Robert Timmons

September 17, 2023

Ahmed, A., Page, J., & Olsen, J. (2020). Enhancing Six Sigma methodology using simulation

techniques: Literature review and implications for future research. International Journal of

Lean Six Sigma, 11(1), 211-232. https://doi.org/10.1108/IJLSS-03-2018-0033

The use of simulations to determine where failures may occur is a great way to work to eliminate

ongoing issues, so they do not spiral out of control.

Alblooshi, M., Shamsuzzaman, M., Karim, A., Haridy, S., Shamsuzzoha, A., & Badar, M. A.

(2022). Development of a framework for utilising Lean Six Sigma’s intangible impacts in

creating organisational innovation climate. International Journal of Lean Six Sigma, 14(2),

397–428. https://doi.org/10.1108/ijlss-08-2020-0117

The implementation of a Lean Six Sigma model would do multiple things for the Technology

Command Center. From a financial standpoint, the Lean portion eliminates waste in the TCC.

With the introduction of certain automation, the headcount within the group has become bloated.

Shrinking the workforce allows for cost savings that can immediately be felt. Additionally, with

the introduced automation, the number of unnecessary errors will begin to fall. As this is all

Correcting issues in a more expedient manner saves the bank from both financial and

reputational risks.

and customer trust: evidence from Indian retail banking", International Journal of Quality

money into that institution. It is only when the client no longer feels that they are getting the

service that they feel they deserve do they start searching out a new provider. It is at this point

that their trust and satisfaction begin to fade away. It is almost too late at that point and the client

will begin their search for new service.

Fadli, M., Modding, B., Mapparenta, Ramlawati, & Zakari, J. (2023). The influence of work

motivation, emotional intelligence, and competence on occupation satisfaction through

work achievement in the Library Service in south sulawes. International Journal of

Professional Business Review, 8(6).

https://doi.org/10.26668/businessreview/2023.v8i6.2306

Keeping bank operations going around the clock can be a difficult task. It is important, then, to

make sure that the employees that are there across all shifts are motivated to do just that. It is

essential that these employees stay motivated to do their job and it is, by extension, the

management team’s responsibility to provide that motivation. For many employees, it can be as

simple as providing a steady paycheck. For others, though, motivation can come in many other

forms. Managers are tasked to discover what each of their employees needs to keep them

operating optimally. When this occurs, the job will get done and customer satisfaction will rise,

and they will eventually become repeat customers.

applications that have failed in a production environment. In knowing the essentials to each

specific application that is having an issue, the resolution times for the applications can drop

significantly. This reduction in outage time for these applications can, by association, reduce the

outage time for other applications because there are more resources to complete all levels of

troubleshooting. As knowledge is obtained for each application, the likelihood of repeated

failures will decrease and the uptime will meet the pre-determined parameters set forth by

management.

Jolly, P. M., & Lee, L. (2020). Silence is not golden: Motivating employee voice through

inclusive leadership. Journal of Hospitality & Tourism Research, 45(6), 1092–1113.

https://doi.org/10.1177/1096348020963699

Providing customer value starts with the employee. Often, an employee knows what the

customer wants and has an idea of how to provide for that need. If it falls outside of the normal

parameters of the business, it can be difficult to provide for that need. Therefore, it is important

that management allows the employee to be able to come to them with ideas on how to change

the standard operating procedures. When management gives the employee a say in how things

are run, the employees are motivated to do a better job both for their customers as well as for

their fellow employees. This new motivation can take a team to new heights, allowing for the

url=https://www.proquest.com/scholarly-journals/internal-marketing-influence-on-

In an organization as large as Truist, it is important that internal customers know who to reach

out to in certain situations. Additionally, it is important that they know when they do reach out to

those groups that they are going to be assisted both in an expediated manner as well as being

helped with excellent service. Therefore, it is important for the management team of the

Kolasińska-Morawska K, Sułkowski Ł, Buła P, Brzozowska M, Morawski P. Smart Logistics—

Sustainable Technological Innovations in Customer Service at the Last-Mile Stage: The

Polish Perspective. Energies. 2022; 15(17):6395. https://doi.org/10.3390/en15176395

It is in the “last mile” where providing customer service is key. Clients might not see where

Koppel, S., & Chang, S. (2021). MDAIC – a Six Sigma implementation strategy in big data

environments. International Journal of Lean Six Sigma, 12(2), 432-449.

https://doi.org/10.1108/IJLSS-12-2019-0123

In an organization like Truist Bank, the amount of data that is available for analysis is staggering.

It is important, therefore, to implement the framework of Six Sigma to better serve the customer.

There can be hundreds of variables available to study to determine in what direction the bank

should move to better serve the public. When implementing this strategy, items can be narrowed

down and analysts within the bank can focus on what best serves those customers. When this

happens, the vast majority of the clientele will ultimately be satisfied and the stakeholders in the

bank will be greatly rewarded.

Onoriode, O. H., & Samuel, A. P. (2023). Do leadership structure and Team Trust Drive

Organisational Performance? empirical approach. International Journal of Professional

Business Review, 8(7). https://doi.org/10.26668/businessreview/2023.v8i7.2546

Within the Technology Command Center, there is a defined leadership structure that has carried

the quality of work has decreased proportionally.

Sahni, J. (2019). Role of quality of work life in determining employee engagement and

organizational commitment in Telecom Industry. International Journal for Quality

Research, 13(2), 285–300. https://doi.org/10.24874/ijqr13.02-03

Coming out of the Covid-19 pandemic, one of the most significant realizations that has been

made by the workforce, in general, is the fact that their work-life balance has become much more

important to them. Employees in the Technology Command Center are no exception to this.

Technology is constantly in a state of change. It is important that each employee keeps up with

this change to be effective. At the same time, this causes an extra level of stress. To curtail that

stress, it is essential that employees balance their workload out with their personal lives. When

both instances, this improves both situations. When the employee is satisfied in more aspects of

their lives, they will become better employees and the organization stands to gain in the end.

loyalty: A moderated mediation approach. [Influence of EBSQ on customer loyalty] The

become even more important for the TCC to do their job with the best effort possible. Studies

have shown that client loyalty to their banking institution is directly related to how well their

service is provided. With even the slightest interruption in service, many clients will begin to

search for a bank that will meet their needs.

Shamsi, M. A., & Alam, A. (2018). Exploring Lean Six Sigma implementation barriers in

Information Technology industry. International Journal of Lean Six Sigma, 9(4), 523-542.

https://doi.org/10.1108/IJLSS-06-2017-0054

It is important when implementing Six Sigma fundamentals in an organization to have

parameters to strive for in order to improve. Within the field of Information Technology, those

parameters can sometimes be hard to define. Yes, there is certain definitions, such as uptime and

speed of service, but quality measures are more difficult to define. The variables that come into

play for end users can change on a user-by-user basis. Therefore, it is vital for management to set

out a defined list of goals that the team needs to reach, no matter what the customer might think.

Having expertise in the field allows for those parameters to be set.

innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality

era of proper customer service, face-to-face interactions, is becoming a thing of the past. It is

important, then for organizations such as the TCC to step up their efforts to provide quality

service no matter how it occurs. In person customer interactions will continue to be a rarity for

the foreseeable future.

Zhang, W., & Wilson, A. (2023). From self-regulated learning to computer-delivered integrated

speaking testing: Does monitoring always monitor?. Frontiers in psychology, 14, 1028754.

https://doi.org/10.3389/fpsyg.2023.1028754

Budgets are always tight at any business and that is not an exception at Truist. There has been a

push, particularly since the Covid-19 pandemic, to replace teammates with different forms of

automation and Artificial Intelligence. This has typically occurred within centers that perform

routine and repetitive tasks. By instituting these forms of automation, the expected result is that

defects that may have been seen with a human operator will drop significantly, thereby making