This paper needs to look at how things changed from before the pandemic to what you do now, and the company being used is Bank of America. Look at this in terms of process improvement and use a flow chart (it is described in your book, we have not talked about this tool yet) the process before the pandemic and then flowchart the process after the pandemic is a way of looking at before and after. Since the focus here is to improve processes, and per the instructions, you will also want to figure out a way to measure how effective the improvements are.
Paper instructions are included and also a sample paper how this one should look like.
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