Case | HBS Case Collection | March 1974 (Revised June 1996)

First National City Bank Operating Group (A)

by Jay W. Lorsch

Abstract

Growth in the banking field has produced new demands on the "back office." Traditional management practices in check processing and paper handling operations have resulted in ten years of cost increases and quality loss. New manager of the operating group faces an action question--can he turn the back office into a production-oriented factory?

Keywords: Change Management; Transition; Banks and Banking; Management Practices and Processes; Managerial Roles; Production; Banking Industry;

Citation:

Lorsch, Jay W. "First National City Bank Operating Group (A)." Harvard Business School Case 474-165, March 1974. (Revised June 1996.)