Subject category:
Human Resource Management / Organisational Behaviour
Published by:
Wits Business School - University of the Witwatersrand
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https://casecent.re/p/21036
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Abstract
External changes in the banking industry, coupled with an increasing number of consumer complaints, prompted the need for new systems within the Office of the Banking Adjudicator. Neville Melville, who was appointed as the Banking Adjudicator in May 2000, had implemented fairly far-reaching changes to the office in order to comply with its new rules of procedure and to increase its capacity. Two years later, Melville wondered whether he had done enough to create an organisation that was as good as the best internationally. His aim was to build an office that would act as a catalyst for proactive change within the banking system, particularly in areas of customer service and market conduct.
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Abstract
External changes in the banking industry, coupled with an increasing number of consumer complaints, prompted the need for new systems within the Office of the Banking Adjudicator. Neville Melville, who was appointed as the Banking Adjudicator in May 2000, had implemented fairly far-reaching changes to the office in order to comply with its new rules of procedure and to increase its capacity. Two years later, Melville wondered whether he had done enough to create an organisation that was as good as the best internationally. His aim was to build an office that would act as a catalyst for proactive change within the banking system, particularly in areas of customer service and market conduct.