RBC Royal Bank: Service Platform Implementation

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Case

Reference no. 9B05E001

Subject category: Knowledge, Information and Communication Systems Management

Authors: Deborah Compeau (Ivey Business School, Western University); Phoebe Tsai (Ivey Publishing, Western University)

Published by: Ivey Publishing

Originally published in: 2004

Version: 2009-09-28

Length: 16 pages

Data source: Field research

Topics: Management information systems; Computer system implementation

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Abstract

The vice-president - RBC Banking business and information solutions must develop an implementation plan for the bank''s new paperless transaction system. The new system will reduce costs in proof processing and will facilitate the role of the customer service representatives, allowing the CSR''s to shift from transactional to sales oriented roles. The system must be implemented across the company within 12 months. Challenges concerning the timing of installation, sequence of rollout, scope management and priorization must be addressed.

Location:

Canada

Industry:

Banking

Size:

Large

Other setting(s):

2003