Whenever I work with a bank, I make it a point to spend a good part of my time in branches and loan offices, sitting shoulder to shoulder with new account representatives, teller and lenders. I've learned that the people on the line have a very different way of looking at things than the administrative employees and managers. [Read more]
In July 1990, management guru Michael Hammer sent an urgent message to corporate America: "Don't automate, obliterate!" This message sparked what became known as the reengineering revolution. More than a decade later, reengineering has petered out, but out in the trenches, banks appear ready to take another hard look at their processes and learn from the past. [Read more]
I've never been in a bank where the CEO tells me how wonderful information technology is performing at his institution. The problem is that the CEO and the CIO are unable and apparently unwilling to work out the level at which they can effectively communicate. Here are some tips on "jump starting" the communication breakdown. [Read more]