This paper surveys the changing dynamics, banking products, technology, and management challenges in the nascent online banking industry. The paper also examines the critical role of aligning internal processes, back-office systems, and the retail interface in the delivery of the next generation...

Data Envelopment Analysis (DEA) has been widely studied in the literature since its inception in 1978. The methodology behind the classical DEA, the oriented method, is to hold inputs (outputs) constant and to determine how much of an improvement in the output (input) dimensions is necessary in...

This paper presents a methodology that determines the role of design in calculating the efficiency of service delivery processes. The efficiency of these processes is determined by using a variation of frontier estimation (DEA-like) techniques. The methodology is then applied to a particular...

Over the past decade, the Alfred P. Sloan Foundation has sponsored a series of industry studies, the aim of which is to understand how technology and human resources practices blend together to create high-performance workplaces and competitive industries. This report summarizes the first year...