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The IUP Journal of Operations Management
Focus

This issue focuses on topics covering different aspects of business operations.
The first paper, “Green Supply Chain Management Initiatives by IT Companies
in India”, by Vishal Gupta, Naseem Abidi, Tarun Bansal and Reshu Kumar Jain, focuses on the green supply chain initiatives followed by three IT companies in India. E-waste is a major concern for IT companies, and the paper deals with the different aspects of green supply chain, viz., green procurement, green manufacturing, green packaging, recycling and e-waste management, adopted by these companies. The paper also identifies some of the major challenges to the effective implementation and the desired outcome of the green initiatives.

In spite of the challenges faced by the handloom industry, the sector has shown great resilience in surviving and sustaining over the decades by maintaining a
20-25% share of the total textile production in the country. The second paper, “Handloom Production in Tribal Clusters: A Case Study of Thenzawl in Mizoram”, by Rama Ramswamy and N V R Jyoti Kumar, studies the various aspects of handloom production such as production processes, the number and type of looms owned, and their capacity utilization, in the traditionally run micro handloom enterprises in the Thenzawl cluster, a remote tribal cluster predominantly run by women entrepreneurs, located in Mizoram, India. The paper suggests development activities to be undertaken in the cluster to enable the enterprises to first sustain, and then grow.

Quality Function Deployment (QFD) is a well-known method for improving operational efficiency. The third paper, “Integration of Kano’s Model into Quality Function Deployment: A Review”, by Nikhat Afshan and P N Sindhuja, explains the usefulness of QFD in the product development process and shows how the integration of Kano’s model has made it an even more effective tool in enhancing customer satisfaction.

The last paper, “Towards Integrated Manufacturing Planning and Control: A Review and Classification”, by Viraj Tyagi, Ajai Jain and P K Jain, reviews the various approaches of Manufacturing Planning and Control (MPC), viz., Hierarchical Production Planning (HPP), Advanced Planning and Scheduling (APS) systems, etc. The study aims at providing an insight into the working principles, strength and limitations of the important approaches of MPC. Certain issues that are important for an integrated MPC system, but have not received proper attention in the recent past, have also been outlined.

-- Anupam Ghosh
Consulting Editor

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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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Operations Management