Action steps for African Business Schools
2011-05-24 13:56:36 UTC
Case Study: Office of the banking adjudicator: walking the tightrope
Title
Office of the banking adjudicator: walking the tightrope
Author
Rijamampianina, R; Mitchell, C
Pages
21
Product Type
Reference #
406-024-1
Teaching Note
not available
Institute
Setting
South Africa
Year
2006
Keywords
Organisational design and development; Change management
Summary/
Abstract
Abstract
External changes in the banking environment, coupled with an increasing number of consumer complaints, prompted the need for new systems within the office of the banking adjudicator. Neville Melville, who was appointed as the Banking Adjudicator in May 2000, had implemented fairly far-reaching changes to the office in order to comply with its new rules of procedure and to increase its capacity. Two years later, Melville wondered whether he had done enough to create an organisation that was as good as the best internationally. His aim was to build an office that would act as a catalyst for proactive change within the banking system, particularly in areas of customer service and market conduct.
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Reports on the AABS Members Meeting 2011 and Responsible Management in Africa Conference 2011
