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      The Impact of Interventional Change Techniques on an Internet Banking Cross-functional Team.

      Siritanachot, Chansit
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      Siritanachot, C. (2008). The Impact of Interventional Change Techniques on an Internet Banking Cross-functional Team. (Thesis, Doctor of Philosophy (PhD)). The University of Waikato, Hamilton, New Zealand. Retrieved from https://hdl.handle.net/10289/2532
      Permanent Research Commons link: https://hdl.handle.net/10289/2532
      Abstract
      This study investigates the team aspects of a process improvement project situated in

      an Internet banking system maintenance and modification phase. To investigate how

      team processes could be improved in this context, four interventional change

      techniques were introduced and implemented during an action research study in

      which the researcher was included as one of the team members and participated

      during group meetings and discussions.

      Internet banking is an important Internet-delivered service which is expected to

      provide benefits for both commercial banks and bank customers. Internet banking

      allows bank customers to have the freedom to perform their financial activities at their

      convenience. Developing, maintaining, and improving Internet banking systems

      requires large amounts of investment to maintain high levels of Internet banking

      service quality, and the maintenance and modification phase of the overall lifecycle

      cost is a considerable part of this investment. Therefore, in order to ensure high levels

      of usability, reliability, and quality for these Internet banking services, commercial

      banks need to make significant investments in the maintenance and modification

      phases of their Internet banking systems' lifecycle.

      The four interventional change techniques used in this study were: departmental

      participation, equal participation, holistic scenario, and management support. The four

      techniques were found to be influential in developing process improvements in the

      maintenance and modification phase of Internet banking systems. These techniques

      generated several significant improvements which directly affected the way team

      members managed their work. The significant contributions of these interventional

      change techniques were: the creation of cross-functional multilevel teams,

      development of effective departmental participation and communication techniques,

      extended scope and knowledge by the team members of Internet banking systems, an

      increase in team learning and understanding, techniques to change problem structure,

      and an end to end problem-solving approach.

      ii

      These contributions also directly improved the performance of the Internet banking

      systems maintenance team, and there was a significant improvement in the outcomes

      of the Internet banking systems maintenance and modification phase.
      Date
      2008
      Type
      Thesis
      Degree Name
      Doctor of Philosophy (PhD)
      Publisher
      The University of Waikato
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      All items in Research Commons are provided for private study and research purposes and are protected by copyright with all rights reserved unless otherwise indicated.
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