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Project Management in Banks: a Case Study

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A Project Management approach to Service Delivery within the Financial Services Sector; A case study of CAL BANK
1.1 Background
The competitiveness of service business is contingent, at least in part, on the design and configuration of quality service delivery and the value proposition inherent in such services (Frei and Harker, 1999; Johnston and Clark, 2005; Verma et al., 2002). Therefore,congruence high level of alignment between a service experience and value for money is crucial for success of all organizations. From this perspective, a study aimed at investigating how project management can be successfully applied to service firms (banks) to lead to quality service delivery for customers is highly justified, as customers are the life blood of any organization. Indeed, several empirical studies suggest that firms achieve higher levels of profitability and performance through successful implementation of project management (PM) (Sauser et al, 2009; Lockett et al, 2008; Chin, 2004; Atkinson et al, 2006; Alleman, 2008; Gallo and Gardiner, 2007; Fernandez and Fernandez, 2009). Moreover, project management has been proven to have the ability to enhance flexibility, remove bureaucracy and also to create room for adaptability (Gomes et al, 2008; Lockett et al, 2008; Lord, 1993).

Similarly, the argument for providing quality service has far been advanced by many scholars both in marketing and management circles. For example, Heskett & Sasser, (2010) documents the importance of providing superior service in a competitive environment. He stated that it costs twice as much to win a new customer compared to the cost of retaining an existing customer. He further elaborated that it makes for common sense to provide superior service to retain customers. In the Ghanaian banking sector,the need to provide quality services has been acknowledged. According to Hinson…...

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