Chapter 3. Industrial Case: Justifying a Process Improvement Program for a Large Bank
Setting the stage
The second case I’ll present involves a large bank that has over 10,000 offices, with a presence on every continent (including Antarctica, where the bank has an automated teller machine). Its Information Technology (IT) department provides its clients with a full range of services, from bill paying to commercial loans to payments in foreign currency.
The IT department has a new director, who joined the company about a month ago from a competitor. As his first act, he immediately replaced the heads of all the operating departments with people from his prior bank. He justified the personnel changes using the fact that the IT department had consistently ...
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