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Real Service Improvement: An Empirical Investigation of Service Improvement Initiatives within a UK Bank

In: Systems Thinking: From Heresy to Practice

Author

Listed:
  • David Longbottom
  • Julie Hilton
  • Ying Xia-Zheng

Abstract

This chapter investigates the outcomes of service improvement initiatives undertaken within a major UK bank. It reports on the processes and outcomes from the perspective of bank employees engaged with the change initiatives. The chapter draws on the data to make recommendations for a shift in focus and a new approach Primary research consists of a survey of bank employees (sample 224) followed by depth interviews and observations. The research finds that bank change initiatives have focused on particular change models in recent years, and that there is a general feeling that these, in the majority of cases, have not achieved the expected results. The chapter investigates the reasons for this and draws on the evidence to suggest alternative approaches which are more grounded in empirical studies.

Suggested Citation

  • David Longbottom & Julie Hilton & Ying Xia-Zheng, 2011. "Real Service Improvement: An Empirical Investigation of Service Improvement Initiatives within a UK Bank," Palgrave Macmillan Books, in: Keivan Zokaei & John Seddon & Brendan O’Donovan (ed.), Systems Thinking: From Heresy to Practice, chapter 9, pages 177-198, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-29922-1_9
    DOI: 10.1057/9780230299221_9
    as

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