(Answered) Case study - city side financial servicesretail operations

Management Studies

Case study - city side financial services

Retail Operations branch hires mainly African-American employees whereas the External Deposits hires mainly Caucasian, middle-class college graduates. Cityside Financial Services assigned African-American employees with African-American customers and Caucasian employees with Caucasian customers instead of diversifying Retail Operations and External Deposits departments. Retail Operations branch added a corporate banking function to service corporate account in other neighborhoods. Then, External Deposits expanded their marketing to the local neighbors. Retail Operations and External Deposits started to compete against each other when their services started to overlap.

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