This paper surveys the changing dynamics, banking products, technology, and management challenges in the nascent online banking industry. The paper also examines the critical role of aligning internal processes, back-office systems, and the retail interface in the delivery of the next generation...

This paper presents a methodology that determines the role of design in calculating the efficiency of service delivery processes. The efficiency of these processes is determined by using a variation of frontier estimation (DEA-like) techniques. The methodology is then applied to a particular...

Over the past decade, the Alfred P. Sloan Foundation has sponsored a series of industry studies, the aim of which is to understand how technology and human resources practices blend together to create high-performance workplaces and competitive industries. This report summarizes the first year...

Conventioanl wisdom in retail banking industry states that firm performance is dependent on higher average process performance. This paper provides empirical evidence that low process variation also contributes significantly to firm financial performance, perhaps even more than process...