At a UK bank, customer’s complaints were rising and the number of people in arrears on payments was spiralling out of control. The problems had reached board level in the bank and a solution just had to be found.
What was going wrong? From all accounts the bank processes and policies were being executed effectively – but they just were not having the right effect.
With tight timescales and the need to make rapid changes it was decided to appoint a project team. Bakr was to advice the team from a knowledge management perspective and to provide support and guidance to the new project manager who was business knowledgeable but relatively inexperienced in projects.