Operational Risk and Resilience

which businesses can differentiate themselves in the market,

as other forms of competitive advantage, such as price, are

no longer open to them. This means, however, that service

levels to customers need to be consistently high and suffi-

cient levels of trust established. The best competitors are

not those with the cheapest labour or the best-cost structure

but those that are most successful in winning and retaining

new customers. To seize the opportunities of today’s

markets, organizations must begin to complement their cost

cutting defences with revenue-generating offensives – they

must recommit themselves to building business processes

that improve ...