.'Il T-Mobile 5:31 PM ABC Bank Case The ABC Bank The ABC Bank began operations in the mid- 1980s. The bank quickly grew by providing checking account services to many small businesses. Although ABC initially offer checking account services for individual accounts (retail customers), the bank primarily focused on serving its business customers. During the economic slowdown of the early 1990s that weakened the local economy, growth in business customer accounts began to decline. In response, ABC's senior management adopted a new strategy, focusing on increasing the number of retail customer accounts. By aggressively marketing individual retail accounts, Buck eye continued to grow. Today, the ABC Bank strives to maintain a stable base of business customers while actively competing for an increased market shard of retail customers. ed ecent income statements (Exhibit A) reveal a declihe in the bank's profits. The bank's primary (noninterest) expense consists of salaries and emplbyee benefits. Most full time employees' first priorlty is providing services to customers; these emplbyees conduct their administrative respansibilities during slack times. The Bank schedules additional part time employees to work during peak demand times, from 11AM- 2PM and Friday afternoons. Flexibility in scheduling part time emplbyees means that the bank's staff is lean and fully utili d. ABC's CEO, Rob Garrison, believes that this staffing arrangement allows the bank to provide .'Il T-Mobile 5:31 PM ABC Bank Case The ABC Bank The ABC Bank began operations in the mid- 1980s. The bank quickly grew by providing checking account services to many small businesses. Although ABC initially offer checking account services for individual accounts (retail customers), the bank primarily focused on serving its business customers. During the economic slowdown of the early 1990s that weakened the local economy, growth in business customer accounts began to decline. In response, ABC's senior management adopted a new strategy, focusing on increasing the number of retail customer accounts. By aggressively marketing individual retail accounts, Buck eye continued to grow. Today, the ABC Bank strives to maintain a stable base of business customers while actively competing for an increased market shard of retail customers. ed ecent income statements (Exhibit A) reveal a declihe in the bank's profits. The bank's primary (noninterest) expense consists of salaries and emplbyee benefits. Most full time employees' first priorlty is providing services to customers; these emplbyees conduct their administrative respansibilities during slack times. The Bank schedules additional part time employees to work during peak demand times, from 11AM- 2PM and Friday afternoons. Flexibility in scheduling part time emplbyees means that the bank's staff is lean and fully utili d. ABC's CEO, Rob Garrison, believes that this staffing arrangement allows the bank to provide
