chapter  11
24 Pages

A case study

This case study describes how the Keepers Bank International plc reengineered a branch in order to solve an operational and financial problem and to show the way to the rest of the organisation as to how retail banking should be conducted today and in the future. This reengineering exercise required the reorganisation of a traditional branch as well as the application of the bank’s information technology resources in a novel way. This new approach to retail banking is referred to as Banking 2000. Keepers has approximately 550 branches, 300 agencies a n d employs approximately 30,000 staff members. The bank‘s declared strategy is to be a bank for all the people and to supply a full range of banking services through a single delivery channel.