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...

This paper presents a methodology which 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...

How does a retail bank innovate? Traditional innovation literature would suggest that organizations innovate by getting new and/or improved products to market. However, in a service, the product is the process. Thus, innovation in banking lies more in process and organizational changes than in...

This paper surveys the changing dynamics, banking technology, and management challenges in the nascent online banking industry. The paper presents four models of online banking that are being used in the industry. The paper also examines the critical role of aligning internal processes,...

As NBA Commissioner David Stern approached the podium, silent anticipation gripped the four thousand Houston Rockets fans gathered at the Rockets Draft Party. "With the 8th pick in the 2006 NBA draft," Stern began, "the Houston Rockets select Rudy Gay from the University of Connecticut." The...