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List of figures | ||
List of tables | ||
Acknowledgements | ||
Introduction | 1 | |
Outline of the study | 2 | |
1 | Background to the research | 7 |
2 | UK retail financial services and today's business challenge | 29 |
3 | Business and IT trends in retail banking, mortgage lending, life and general insurance | 38 |
4 | Analysing stages of IT development | 51 |
5 | Towards integration and business process redesign | 66 |
6 | Technology for transformation | 87 |
7 | Managing the IT function | 108 |
8 | Management strategies | 126 |
9 | New structures for transformation | 145 |
10 | Structural transitions and the impact of knowledge-intensity | 158 |
11 | Effects on clerical workers | 174 |
12 | Effects on professionals | 182 |
13 | Effects on senior and middle managers | 195 |
14 | Effects on motivation and reward systems | 205 |
Conclusion | 219 | |
Appendix | 236 | |
References | 242 | |
Index | 251 |
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