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Achieving transformation and renewal in financial services

Edited by Rohit Talwar, FastFuture

The rules for survival and success have never been so unclear, the choice of strategies so uncertain and the pressure to act quickly so immense. Achieving transformation and renewal in financial services focuses on
cases and concepts that describe how leading players in financial services have addressed the challenges of organizational transformation and renewal.

It is a practical handbook providing a rich and diverse set of case examples on how companies have been rethinking and reshaping their business operations to ensure they remain competitive into the 21st century.

Rohit Talwar also considers some of the strategic implications of competing in a continuously changing 'wired world' and how to survive and thrive in such a turbulent environment.

ISBN 1 85573 433 8
ISBN-13: 978 1 85573 433 3
May 1999
256 pages  234 x 156mm  paperback  
£55.00 / US$95.00 / €65.00

Usually dispatched within 24 hours

About the editor

Rohit Talwar is the founder of FastFuture - the Centre for Business Transformation, which works with major organizations in financial services, electronics, IT and telecommunications.

Titles which may also be of interest:
Developing people and the corporate culture in financial services
Driving strategic change in financial services
Competitor analysis in financial services

Contents

Key management tools and techniques
Rohit Talwar
 - The Balance Business Scorecard
 - Business Process Re-engineering
 - Participative approaches to change
 - The attraction of participative approaches
 - The mechanics of participation
 - The underlying principles

Managing change at Abbey National
Tim Murley, Director, Strategic Business Improvement, Abbey National
 - Introduction
 - Case studies
 - Conclusion

Building stronger customer relationships through the customer service chain
Ken Littlewood, Head of Operations, Sabanci Bank
 - The importance of customer loyalty
 - The customer service chain
 - Conclusion - integrating the service chain

Using the business excellence model to drive change
Leslie Ross, Director, Mortgage Express
 - The Mortgage Express turnaround
 - A commitment to excellence
 - Background to Mortgage Express
 - The road to quality
 - The Balanced Scorecard

Using business process re-engineering to improve mortgage repayments
Chris Lazenby, Britannia Building Society
 - The company
 - Economic background
 - Business process re-engineering at Britannia
 - Arrears collection
 - Strategy § Getting started
 - Individuals and roles
 - Technology
 - Management information and targets
 - Structure
 - Achievements
 - Extending re-engineering to other areas

Managing innovation Part 1: Policies and products
Brian Fries, Vice President, Chase Manhattan
 - Framework
 - Model for managing change
 - Product innovation
 - Quality

Managing innovation Part 2: Processes
Brian Fries, Vice President, Chase Manhattan
 - Processes
 - Projects

Business transformation at MLC
Oona Nielssen, Global Communications Manager,Lend Lease Property
 - What is MLC?
 - The market
 - MLC's transformation
 - Transformation triggers: marketplace, shareholders, people
 - How MLC does business
 - The transformation process
 - Product specification
 - Process simplification
 - Cultural change
 - What happened - the cultural impact
 - Staff reductions
 - The results of transformation

Using modern technology to build new capabilities
Clive Holtham, City University Business School
 - Frameworks
 - Technology architecture
 - Managing legacy systems
 - Identifying the technology's potential
 - Moving from product-based to customer-based systems
 - Reversing traditional management fears and concerns over IT
 - Building new IT capabilities
 - Changing the rules of the game through IT
 - Leveraging the newly developed capabilities

Managing outsourcing and subcontracting
Edmond Cunningham, Principal Consultant, PA Consulting Group
 - The outsourcing debate - determining what is core and what is not
 - Making the outsourcing decision
 - Hard and soft factors
 - When should you redesign the processes affected by outsourcing?
 - Making the transition
 - Making the contract
 - Handling disputes
 - Managing consultants

Conclusion - New era, new challenges, new strategies
Rohit Talwar
 - People, processes and performance
 - Real people, real change, real results
 - The process decade
 - Performance measurement
 - 21st century themes and challenges
 - The emergence of the new economy
 - Financial services via the Internet - hype, fact and fiction
 - New entrants, new rules, new strategies
 - Understanding the net generation
 - Managing at the speed of change
 - Conclusions - a 21st century survival guide