Turning the TSB culture inside out

How research enabled the bank to find a new direction. Commended paper in the 1995 Research Effectiveness Awards.

Turning the TSB culture inside out

Jane Grimes of Research International and Lorna McCulloch of TSB describe how research enabled the bank to find a new direction

Jane Grimes and Lorna McCulloch
THIS PAPER DESCRIBES HOW TSB has used research to its maximum advantage to drive forward change within the bank. Early in the nineties, in common with many of the large players in the financial services industry, TSB recognised a need to improve the service it provided to customers. A programme of carefully interwoven research has been used to initiate the change and to drive...

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