Business Case Studies & Business Publications

Two Big Banks' Broken Back Office

Bourgeois, L. J. I...

Case

Two Big Banks' Broken Back Office

Bourgeois, L. J. III; Cording, Margaret

BP-0432 | Published March 12, 2001 | 7 pages Case

Collection: Darden School of Business

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Product Details

Six months into the merger of two global money-center banks, Megan Richards, the new bank's foreign exchange sales manager, is trying to retain her client base in light of the bank's inability to deliver foreign currency in a timely manner. The target banks' inferior systems were chosen for political reasons, major corporate clients are calling Megan with their demands and complaints about breakdowns, and Megan is denied support from her boss, vice chairman in charge of Global Capital Markets. Purpose of the case is to introduce operational and political challenges of post-merger integration, especially as they confront front-line middle managers. (We use the case to open our PMI course.)