... environment regarding CI, in the implementation of CI over time. Based on the theory of structural empowerment, the authors test the research question using evidence from a case study in a European financial services provider. Data are gathered with questionnaires on a team level and cover a period...

...Michael Leyer; Jürgen Moormann Purpose – Lean thinking is important for a successful implementation of process-driven changes. Especially financial service providers are forced to improve their organisational efficiency due to intense competition and regulatory burdens. The purpose of this paper...

... in enabling buyers and suppliers to improve SCI, synchronisation and performance. Supply chain management Financial services Financial supply chains Supply chain integration In the face of the economic recession and with the increasing complexity of global supply chains, buyers and suppliers...

.... Using a sample of 108 financial services processes, the first hypothesis is tested using regression analysis, and the second hypothesis is tested using correlation analysis. Findings After controlling for supplier efficiency and responsiveness, use of information technology, electronic information...

... Customer services quality Customer satisfaction Process management Financial services Satisfying customers is a core business challenge which has attracted considerable research attention. The existing customer satisfaction (CS) literature is dominated by two theoretical perspectives...

... as a whole. © MCB UP Limited 2001 TQM Corporate culture Financial services Organizational change This article describes the results of a research project which began with the recognition that many companies undertaking total quality management (TQM) programmes have, in recent times...

... the time at which it was privatised. The second example shows an application over the first year of operation of a high‐volume paperwork processing operation within a financial services organisation. These studies demonstrate that experience curves can be applied to great effect in high volume service...