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Los alamos national_bank
1. Los Alamos National Bank
Multimedia Case
Done by:
Mohammed Al-Hinaai 88722
Ibrahim Al-Badi 89245
Khalid Al-Shabibi 88733
Introduced to:
Dr. Abdelrahman
2. Los Alamos National Bank
o LANB established in 1963 .
o Today largest independent bank in New Mexico.
o LANB provides a full range of financial services to
consumer, commercial, and government markets.
3. Los Alamos National Bank
o The bank has become an integral component of its
community.
o Nearly 80 % of Los Alamos’ 18,000 residents use LANB
financial services.
o Two-thirds of residents consider LANB to be their primary
bank, and 30 % of all customers use five or more services,
as compared with the national average of 6 % for all banks.
6. Los Alamos National Bank
o LANB capitalizes on advantages earned by
successful “home-grown” businesses.
o its As a locally owned and operated financial
institution, it strives to be more “customer driven”
than its competitors.
o It is organized to identify customer needs more
readily and more accurately and, then, to respond
more quickly and more satisfactorily. Success
translates into more loyal customers who are more
willing to use LANB products and services and to
refer new business.
7. Los Alamos National Bank
o LANB has positioned itself to be a low-cost, full-service
provider. For example,
service charges generate less than an eighth of annual
income, as compared to about a third for regional and
national banks.
o LANB offers rates of deposit that match or exceed those
offered by competitors, and the rates of interest it charges
for loans typically are among the lowest the market.
8. Los Alamos National Bank
o Senior leaders set the bank’s long-term strategic
direction and annual corporate objectives, following
detailed analyses of leading and lagging indicators of
trends in the economy, markets, customer behavior,
technology, employee skills, supplier capabilities, and
other key factors. At the departmental level, planning
becomes an organization-wide activity, involving all
personnel.
o Corporate objectives are accomplished through
action plans that often transcend several
departments. Totaling about 90 in the year 2000,
action plans are converted into individual work goals
for all employees, about a third of whom participate
on long- or short-term teams.
10. Los Alamos National Bank
o The form used for this system lists corporate goals,
departmental objectives, and the annual and long-
term goals of the employee
o Employees complete a personal self-assessment of
their strengths and of opportunities to improve their
customer-service skills and technical competence.
o employees have a complete snapshot of what they
must do to perform at a high level
11. Los Alamos National Bank
o Employees are expected to create value for customers, and
they are given the authority and resources to act proactively
and decisively.
o For example, all workers have the
authority to resolve complaints on the
spot.
12. Los Alamos National Bank
o LANB ranks technology as vital to executing its
strategy of providing low-cost service,
o achieving high levels of customer satisfaction and
loyalty
o It credits its client-server information network and
relational database system with enabling the speed,
dexterity, and analytical insight needed to manage
risks and to respond rapidly to changing customer
requirements and emerging market opportunities.
13. Los Alamos National Bank
o LANB was quick to
embrace the Internet
and to provide on-line
banking services, which
have been received
enthusiastically by
customers.
15. Questions
1. Why does Los Alamos National Bank feel a deep sense
of commitment to its community? How does this impact
its focus on quality and performance excellence?
• Because the main aim of LANB is to serve the
community and to be a part of the community, not like
others’ banks that its purpose only completions and
profit. The services of the bank being focused on the
customers’ needs and aims forward customers
satisfactions. It is organized to identify customer needs
more readily and more accurately and, then, to respond
more quickly and more satisfactorily. Success translates
into more loyal customers who are more willing to use
LANB products and services and to refer new business.
16. Questions
2. How does LANB focus on its employees and reflect
this key principle of total quality? Why is this especially
important for a service organization like LANB?
By focus on the personal self-assessment of their
strengths and of opportunities to improve their customer-
service, also the action plans are converted into
individual work goals for all employees. And they are
given the authority and resources to act proactively and
decisively. For example, all workers have the authority to
resolve complaints on the spot
To perform at a high level and to earn the attendant
incentives and rewards includes profit sharing and
employee stock ownership.
17. Questions
3. How does technology support the bank's mission?
Can it be viewed as a core competency or a facilitating
strategy?
LANB ranks technology as vital to executing its strategy
of providing low-cost service, achieving high levels of
customer satisfaction and loyalty, and, in the process,
sustaining above-average profitability.
LANB was quick to embrace the Internet and to provide
on-line banking services, which have been received
enthusiastically by customers.
