Carvalho, José Crespo deAntunes, Cristiana Arnaut Godinho2016-11-152017-09-302016-09http://hdl.handle.net/10362/19365This study aims to conciliate the bottom-up perspective of the Bank Z1 from a specific view of an employee daily routine with a supported theoretical and data analysis of the operations management of a specific branch (Branch M). The present study is focused in understanding the challenges which services providers are facing with new technological world and financial restrictions, as well as proposing specific process improvements coherent with the Bank Z strategy. Branches re (design) is needed to answer the world‟s transformations; where both the Bank and customers are aware that branches are not the only communication channel.engBottom-up perspectiveOperations managementTechnological worldRe (design)Branchesmaster thesis201988356