An Introduction to Horizontal Management in Financial Services (Part 1)

摘要

Focusing on the financial services industry, this article explains what is meant by horizontal management, the benefits, the required organizational structure, and, in Part 2, the measurement system. This process is labeled end to end (E2E). The E2E process determines the customer experience. Accordingly, customer requirements are clearly articulated. From these requirements, E2E participating department requirements are established.