Product details

This is an abridged version of the case (601-020-1). Central to the case are the Clicks and Mortar choices facing companies. The case describes how one medium sized mortgage bank has created a radical new strategy for competing in a crowded and competitive market. It describes the development of an innovative retail banking service - ''Open Plan'' - that will be delivered through multiple channels. Central to the case is how the use of multiple channels and the redesign of the product create a new and powerful business model. The case enables the student to compare the model developed by the Woolwich bank with Internet- only banking and other models. The case also focuses on the managerial processes behind service innovation and addresses the issues of implementation.