a) What are the negative and positive impacts and effects of introducing a new operating system on the operational aspects of financial institutions, specifically with respect to customer service? Considering the many entities involved, including stakeholders, stockholders, and the operational environment, 

b) How can offering products and services through great customer service and a well-tuned and streamlined operational framework effectively attract new customers, keep current customers happy and loyal, and help financial institutions reach their goal of making money while improving their operational efficiency?