Separating Issue Resolution from Issue Prevention

Continuing with the Council’s topic of the month, Ownership and Governance Structures, this week I want to focus on the importance of structures in impacting incident resolution and problem management processes. Our research shows that when we receive customer complaints, many of us attempt to simultaneously resolve the complaint and uncover the root cause of […]

Processes Need Governance Too

We had originally conceived of this “topic of the month” series as a showcase for our work on the reporting structures and metrics that govern the different content themes our members care about – things like risk, day-to-day transaction processing, and customer experience improvement. I guess you could say we were narrowly focusing on the […]

How to Restructure Operations for Success

This week wraps up February’s topic of the month on Ownership and Governance structures, and with that I wanted to highlight some recent work the Operations Council has published on actual operations structures of members we’ve worked with. A recent survey we sent to Operations Council members shows that 80% of firms have restructured their […]

Join Us at the 2012 Financial Services Conference

With spring right around the corner, we’re ramping up our planning activity for the CEB TowerGroupFinancial Services Conference. Last month saw the inaugural European conference, and if the takeaways from that event are any indication, you won’t want to miss the Boston event on May 23-25. This year’s event covers pressing topics in the financial […]