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Published by: Institute for Management Development (IMD)
Originally published in: 2001
Version: 15.12.2005

Abstract

This case compares the five-year journeys of two retail banks in managing information, people and information technology to affect business performance. Participants are asked to point out the major differences between the two retail banks in the ways they have managed information, people, and information technology (IT) capabilities. They are asked to describe the impact these differences have had on the business performance of each bank. Finally they are asked to recommend changes to the two banks, so Bank A can sustain superior business performance, and Bank B can significantly improve business performance. Key elements in this analysis are information behaviours and values, information management practices, and IT practices.
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Abstract

This case compares the five-year journeys of two retail banks in managing information, people and information technology to affect business performance. Participants are asked to point out the major differences between the two retail banks in the ways they have managed information, people, and information technology (IT) capabilities. They are asked to describe the impact these differences have had on the business performance of each bank. Finally they are asked to recommend changes to the two banks, so Bank A can sustain superior business performance, and Bank B can significantly improve business performance. Key elements in this analysis are information behaviours and values, information management practices, and IT practices.

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