People, rules and responsibility: organisation, regulation and sustainability
Where the value of a new system leaks away
Bar chart: Adoption of a new client system at a fictional Malaysian bank, six months after launch. Values in relationship managers. All relationship managers: 1,200; Trained: 1,080; Log in every week: 864; Use it for every client meeting: 540.
The prompt
Use the chart above. A relationship manager is a banker who looks after a set of clients. The fictional bank's business case assumed every relationship manager would use the new client system fully. Each would add MYR 20,000 of extra revenue per year (illustrative). Six months in, the bank says the system "is not working". Measure adoption, find the biggest drop, and put a number on the gap.
Before you reveal anything, plan your own structure and first move on paper. Then reveal one part at a time and compare.