Operations Management: Policy, Practice and Performance Improvement

CHAPTER

Innovation: developing new products and services

INTRODUCTION

Case study

First Direct Bank, HSBC's UK call centre based banking arm, has been phenomenally successful in attracting customers away from high street banks to telephone banking. It provides customers with 24 hours a day, 365 days a year access to their accounts from wherever they may be. When a customer telephones, the operator asks a series of questions to verify customer identity. ...