Appendix D: Case Study: ING Bank Netherlands
Our Lean IT Transformation Journey
David Bogaerts and Jael Schuyer
ING is a global financial institution of Dutch origin that offers a range of banking and insurance services in more than fifty countries with many millions of private, corporate, and institutional customers in Europe, North and Latin America, Asia, and Australia. ING has more than 100,000 employees worldwide. In the Netherlands, ING Bank has approximately 28,000 employees, of whom 12,000 are working in operations and information technology (IT), the department in which the back office and IT processes of the bank are executed. Operations and IT’s mission is to provide ING with a strategic advantage via efficient and effective employment ...
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