We’re currently finalizing the design of a quantative project that will allow us to discern how good banks and insurance companies are, from an operational perspective, at responding to internal and external customer demands, as well as the impact that responsiveness (or operational agility) has on key success measures such as unit costs, operating margins and revenue growth.  The big argument on the team is whether in a Financial Services environment, Operations can have ANY impact on revenue growth through an avenue other than service fulfillment.  I say yes – not only CAN Operations impact revenue, they MUST enable revenue growth in order guarantee organizational success and protect efficiency gains.  Some of my colleagues say nay, that is not Operations’ job, leave that up to the revenue folks.  Let me tell you why I think they are wrong, and ask you to settle the argument for us.

Read More »