The credit risk in Y2K

Article Abstract:

Banking experts agree that the industry is doing its job in preparing for the Year 2000 date change problem even as they stress the need to focus more on customers. William A. Barouski, a vice president at the Federal Reserve Bank of Chicago, believes that banks must involve the customers in fixing their computer systems to determine the number of areas that will have an impact on those customers. William L. Harvey, senior counsel at BankAmerica Corp, cited awareness, assessment, renovation, validation and implementation as the five necessary steps toward Year 2000 compliance. William S. Trukenbrod of Northern Trust Corp, for his part, expressed optimism that the Year 2000 computing crisis can be overcome. The key, according to Trukenbrod, is to have good project management skills to accomplish the task.

Electronic computers, Computers, Electronic Computer Manufacturing, Planning, Conferences, meetings and seminars, Year 2000 transition (Computers), Information management, Executives, Panel Discussion

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The ties that bind

Article Abstract:

Former Harvard Business School professor and author Fred Wiersema believes that information technology has made banks lose touch with customers. Service and sales decisions are being based on statistics rather than observations and communication. He says that banks have to reconnect with customers to maintain trust, which is the cornerstone of the customer-bank relationship. He also suggest two ways to change bank executives' views about contact with customers. One is to make them visit ordinary clients to solicit their opinions about the bank. Another way is for them to devote two hours on a Friday afternoon to listening to calls received by call centers. This gives them firsthand information about customer complaints and how customer service personnel respond to these.

Management, Interview, Wiersema, Fred

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