DBS Bank: Championing change

• Main Authors: DURAN, Randall E., SPROULE, Kevin
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2012
• Subjects: Banking; Singapore; Service Excellence; Information Technology; Change Management; Business Administration, Management, and Operations; Finance and Financial Management; Management Information Systems
• Online Access: https://ink.library.smu.edu.sg/cases_coll_all/21; https://cmp.smu.edu.sg/case/2061
• Institution: Singapore Management University

On 6 April 2011, Paul Cobban, head of process improvement at Singapore-based DBS Bank saw an opportunity to improve the bank's business operations and how it served its customers. One area in particular, the loan-origination process, was cumbersome and often cited as a source of excessive custo...