This paper explores the relation between retail banks' branch-based processes and financial performance. There are 11 processes included in this study, which represent the bulk of the activities performed in a typical retail branch (e.g., opening checking accounts). The first finding of this...

Conventional wisdom in retail banking states that firm performance is dependent on higher average process performance. This paper refutes conventional wisdom and provides empirical evidence, which demonstrates that low process variation contributes significantly to firm performance. More...