The Branch is the Bank - Banking is global, but business is local
Publisher:
PricewaterhouseCoopers GmbH Wirtschaftsprüfungsgesellschaft
A snapshot of how decentralised branch autonomy and local decision-making deliver cost efficiency and customer satisfaction in banking.
Branch autonomy as profit centers delivers industry-leading cost-to-income ratios and stability
Local decision-making aligned with customer metrics outperforms centralized sales targets
Employee responsibility and authority improve financial results while maintaining lower risk profiles
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Year:
2013
Language:
German
Pages:
15
File Format:
Abstract
In contrast to the common trend of standardising and centralising processes and structures at a higher level, one Scandinavian bank implemented a decentralised governance model: "the branch is the bank". Furthermore the bank abandoned rigid management processes like budgeting. The main objective of the bank was to be truly customer oriented.