IS-Enabled Change Management and Competitive Advantage in the Financial Sector

Abstract

The initial chapter of this thesis discusses the background of the research problem, focusing on the role of IS in financial services, particularly in the Belgian banking environment and a discussion on process change and the use of IS in the organization. This chapter also provides an overview of the research methodologies used, and the research questions. This chapter suggests what the scope and assumptions of the research contain, and defines particular terms used within the document to assist the reader in orientation. The second chapter begins the literature review, adding depth to the understanding of the research focus with background on three key areas: the sectorial information on the Belgian banking sector during this timeframe; the role of IS in the financial services community; and the relationship between IS and change process methodologies involved in achieving competitive advantage in banking. The third chapter of the thesis discusses the research methodology and design of the research project. After the introduction, the framework of the research methods is considered, in reference to both the quantitative and qualitative aspects of the research design. This section of the thesis addresses the subjects of validity and reliability in the research design, and methods to overcome or redress any areas of concern. The third chapter introduces the proposed model for organizational diagnosis, given the information gathered and analyzed from the case studies and industry data. This chapter defines the components addressed in the model, and discusses the relationship and interaction between these components. The implementation principles and development are also examined, as a function of the research design and methods. The probable level of coordination with other research traditions and paradigms is brought out, and further anticipated challenges from the model implementation are discussed. The fourth chapter of the research thesis provides an industry background on Belgian banking and the internal and external environmental factors that were impacting the market during this period. This chapter provides a backdrop of industry figures and a timeline of mergers and acquisitions to provide the reader with a descriptive setting for the following case study chapters. The fifth chapter of the research thesis discusses the research methodology for the two bank case studies, including case selection and research procedures. The sixth and seventh chapters address the two individual banks that are profiled in the case studies. Each chapter contains a comparison to the overall industry figures, case study information, an organizational analysis, and preliminary conclusions. The discussion of the findings, both quantitative and qualitative, are in chapter eight, followed by a final chapter with conclusion for the research project and with suggestions for further research. These chapters are followed by the references and appendices.