Staying Competitive Through Continuous Improvement: The Business Information Service at ABN AMRO
http://bir.sagepub.com/cgi/content/abstract/24/4/262
  access restricted (by the publisher) to members/subscribers/customers only
  peer-reviewed

Beattie, Jacqueline
Business Information Review
2007

Abstract:

Case study describing the realignment of the Business Information Service (BIS) in ABN AMRO. Explains the reasons for change and the plans to incorporate the concept of continuous improvement, helping to ensure the service constantly evolves to meet demands of the organization. Includes a description of the bank and its operations and explains the role of the BIS within it. Explains how the service will be realigned to embrace the principles of continuous improvement, covering changes in both the Research and Support Services sections, and outlines how these changes will be achieved. Concludes that to make a difference, such change must be a constant.