Contents

Foreword xv

Larry Zicklin

Preface xix
  1. Creating Value in Financial Services 1
    2.

    Edward L. Melnick, Praveen R. Nayyar, Michael L. Pinedo

    and Sridhar Seshadri

     

    Section I: Customer Value Focused Strategies

  2. The Changing Global Environment of Financial Services 23
    3.

    Alexander Rinnooy Kan
  3. Universal Banking: Does it Work? 37
    4.

    David Rogers
  4. Universal Banking: A Shareholder Value Perspective 53
    5.

    Ingo Walter
  5. Redefining Customer Relationships 85

    6. in the Age of the Ascendant Customer

    Thomas L. Monahan III
  6. Out of the Fog: Creating Value by 103

    7. Assembling and Managing a Portfolio of Services

    Praveen R. Nayyar
  7. Challenges of Product Delivery in Emerging Markets 131
    8.

    Akshaya Bhargava
  8. Modeling Services of Financial Institutions 143

    9. in Emerging Markets

    Edward L. Melnick

     

    Section II: Customer Value Focused Services

  9. Creating Value: Evolution and Management 157

    10. of Financial Derivatives

    John O. Matthews and Cathy A. Rusinko
  10. Electronic Commerce and Financial Services: 179

    11. Going for Broke?

    Andrew Hosking, Ajit Kambil and Amanda Lister
  11. The Internet Channel Revolution: 195

    12. The Case of Charles Schwab

    Sanjeev Dewan and Haim Mendelson
  12. Lessons from Developing the Yield Book 219
    13.

    Ernest R. Battifarano

     

    Section III: Customer Value Focused Systems

  13. Impending Revolution in Corporate 253

    14. Information Technology Departments

    Kevin McGilloway

  14. Financial Service Networks: 267

    15. Access, Cost Structure and Competition

    Uday S. Karmarkar
  15. The Potential for Virtual Work to Enhance Value 289

    16. in Financial Services Firms

    Roger L.M. Dunbar and Raghu Garud
  16. Designing Electronic Market Institutions for Bond Trading 303
    17.

    Ming Fan, Jan Stallaert, and Andrew B. Whinston

  17. Staffing Challenges in Financial Services 327
    18.

    Richard C. Larson and Edieal J. Pinker
  18. Call Centers in Financial Services: 357

    19. Strategies, Technologies and Operations

    Michael L. Pinedo, Sridhar Seshadri and J. George Shanthikumar
  19. PruServ™: A Call Center Support System 389
    20.

    John Alouisa, William Anderson, Richard Castro, Raymond Ennis,

    Jeffrey Gevarter and Russell Pandolfo

     

    Section IV: Customer Value Focused Measures of Success

  20. Process Improvement in Financial Services: 405

    21. A Focused Approach

    Paresh D. Patel
  21. How do Financial Services Stack Up? Findings from a 427

    22. Benchmarking Study of the US Financial Service Sector

    Richard B. Chase, Aleda V. Roth and Chris Voss

  22. Value Creation and Process Management: 447

    23. Evidence from Retail Banking

    Frances X. Frei and Patrick T. Harker

  23. Bank Productivity: Promises Unrealized 461
    24.

    Wayne I. Cutler
  24. Productivity in Service Industries: 475
    25.

Implicaions of the Boskin Commission Retport

Robert Solow