EXPLORING COMPUTER SUPPORTED CO-OPERATIVE WORK IN A RETAIL BANK

摘要

At the end of the 20th century advances in information technology have brought about revolutionary changes in Retail Banking. Banking has moved from branch-based operations to national or regional centres of expertise such as security and lending centres. A full service for a customer will usually involve more than one of these centres. But customers require this service to appear seamless. This paper studies the issue of overcoming structural fragmentation for the small business lending process of a high street bank during the mid 90's. It illustrates the use of a problem solving methodology (Viplan) in the effort of integrating fragmented functions into "virtual" teams. This effort was supported by information technology.