Requirements: The company you will analyse is CIBC BANK in Canada you are required to analyse, based on the information you will find, how this company's customer service philosophy is being shaped and implemented. In order to do so, you will need to recall the different concepts. All while showing your critical analysis skills. The assignment is structured into three main sections, introduction and conclusion excluded: The first part covers the external and internal environment of your chosen company. Use the PESTEL and SWOT analysis to structure your research. The Second revolves around the components of your company's customer-centric environment and how do they contribute to the sophistication of its customer service mentality Organisational culture. Service . Human Resources Delivery System Products/Deliverables Finally, the third part is considered the compact of your research. Wherein, using you will have to describe the internal elements of your company's service culture: Trainings Employee empowerment Management support . Motivators and rewards . Products and services . Policies and Procedures . Employee roles and expectations Service philosophy (company's mission) Finding reliable information about a certain company may result in a never-ending task. Hence, you will have to reveal the source of your information at the bottom of each page using footnotes. If a book or a sound academic reference has been used, these however will have to show on the last page of your work under the bibliography