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Morgan Hill Consultants LtdExampleIT Strategic Review
Prepared by Morgan Hill Consultants LtdVersion 1.0May 2010
 
Morgan Hill Consultants LtdNew London House172 Drury LaneLondon WC2B 5QR+44 (0)203 174 0393www.morganhill.co.uk
 
 
Morgan HillExample IT Strategic Review 
Table Of Contents
1.
 
Executive Summary.........................................................................................................1
 
2.
 
Introduction......................................................................................................................6
 
2.1
 
Composition of the Report ........................................................................................6
 
3.
 
The UK Retail Banking Market........................................................................................8
 
3.1
 
Factors Affecting the Success of Direct Banking Channels......................................8
 
3.1.1
 
Selling Direct Banking...........................................................................................9
 
3.1.2
 
Retaining Customers ............................................................................................9
 
3.2
 
The Role of Branches .............................................................................................10
 
3.3
 
Maintaining Customer Relations.............................................................................11
 
3.4
 
Knowledge as an Asset...........................................................................................11
 
3.5
 
The Threat of Decreasing Profit Margins................................................................12
 
3.6
 
Conclusions.............................................................................................................13
 
4.
 
One Specific Competitive Threat .................................................................................15
 
4.1
 
Cost Reduction........................................................................................................15
 
4.2
 
Improved Profitability...............................................................................................15
 
4.3
 
Cost: Income Ratio..................................................................................................16
 
4.4
 
A New Current Account...........................................................................................17
 
4.5
 
Comparative IT Investment.....................................................................................17
 
4.6
 
Conclusions.............................................................................................................18
 
5.
 
The Current IT Investment............................................................................................19
 
5.1
 
Strategic Imperatives...............................................................................................19
 
5.2
 
Policy Towards the IT Investment ...........................................................................21
 
5.2.1
 
Branches.............................................................................................................22
 
5.3
 
Existing IT Infrastructure.........................................................................................23
 
5.4
 
The Model ...............................................................................................................26
 
5.4.1
 
Investment By Strategic Measure.......................................................................28
 
5.4.2
 
Investment by Strategic Measure by Division.....................................................30
 
5.4.3
 
Investment By Product........................................................................................31
 
5.4.4
 
Alignment With Strategy .....................................................................................32
 
5.4.5
 
Managed Return and Accountability...................................................................32
 
©
2010 Morgan Hill Consultants Limited
5.4.6
 
Interpretation of Results......................................................................................32
 
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