ABSTRACT
Banking is one of the oldest professions. Over the centuries, tens of thousands of banks have served billions of customers of all ages, cultures, and economic systems. One would think that after that vast experience, bankers would be able to perform their daily work perfectly and efficiently. Not so. Almost all banking institutions suffer from fairly basic inefficiencies related to poor productivity; insufficient planning; inadequate coordination and communication; training failures; ineffective processes, tools, and workflow; excessive bureaucracy; mistakes and rework; and general frustration of staff.
