Operational excellence: The key to restoring profitability

Cette étude est disponible uniquement en anglais. The Operational Excellence Advisory Council had another year of lively debate, which centred around the increasing importance of operational efficiency for the future success and profitability of retail banks. Some of the in-depth discussions that are detailed in this report include operations and process management and lean; new operational models; the impact of employees and customers (and their behaviour and attitudes) on operational excellence; organisational structure; and the measurement of success. Meanwhile, banks have also had to cope with more stringent regulations, the advent of new technologies and methods of communication, and a lack of innovation in the Operations area. These all highlight an even greater need for a continuing emphasis on operational excellence.