Case Study by William MARQUES and Farah TOUATI

1. Millars Bank Case Study
By William Marques and Farah Touati

2. Outline
1. Overview
2. Known facts
3. Statement of problem
4. Solutions
5. Questions

3. Overview : Characters

Mr P.D Smothers : Manager of Millars Bank Abu Dhabi, UAE

Mr. W.T.R : Vice President of Millars Bank England (HQ)

Ms. J.L Marsh : New Corporate loan officer

4. Overview : Exhibits

CV of Janet Marsh

18 July 1994 : Fax from Duncan to Smothers

1 August 1994 : Dialogue between Smothers and Marsh

2 August 1994 : Series of faxes between Smothers and Duncan

2 August 1994 : Letter from Marsh to Smothers

5. Known facts : Strengths
 Ms. Marsh’s experience in Middle East
 She speaks fluent Arabic
 She is accustomed to Arab traditions
 She has Vice President’s confidence
 She worked in Cairo for 5 years with J. Phillips, a friend of
Smothers

6. Known facts : Weaknesses
 Women are not seen as professionnals in United Arab
Emirates
 Ms. Marsh never worked in this country
 U.A.E is more conservative than Cairo or Beirut
 Strong competition with other foreign and Emirate
owned banks

7. Statement of problem
Is the bank forced to follow the United Arab
Emirates’ customs ?
Or should the bank take the experience of Ms.
Marsh in consideration and let her do the business
despite traditional customs ?

8. Solutions
1. We keep Ms. Marsh and change nothing
2. We hire an Arab man to assist her with clients
3. We put her in another position where she will not deal
with clients
4. We keep her position but we move her in a more liberal
country
5. We follow United Arab Emirates’ traditions and hire a
man in place of Ms. Marsh

9. Questions ?

10. Questions ?