1. Background to the research -- 2. UK retail financial services and today's business challenge -- 3. Business and IT trends in retail banking, mortgage lending, life and general insurance -- 4. Analysing stages of IT development -- 5. Towards integration and business process redesign -- 6. Technology for transformation -- 7. Managing the IT function -- 8. Management strategies -- 9. New structures for transformation -- 10. Structural transitions and the impact of knowledge-intensity -- 11. Effects on clerical workers -- 12. Effects on professionals -- 13. Effects on senior and middle managers -- 14. Effects on motivation and reward systems
Bibliography
Includes bibliographical references (pages 242-250) and index