Driving Change Through Technology: The Postbank Example
This case study describes how Postbank, Kenya, adopted new technology to move from using an antiquated passbook system to using cards and point of sale devices. It also highlights the internal cultural change that Postbank went through in the process. Postbank had to professionalize within while also facing increasing competition externally. Postbank's traditional business processes were built on the passbook. This system was slow, prone to human error, and required a massive annual reconciliation process. In 2005, Postbank launched a new business model, centered on low-cost electronic transactions based on debit ATM cards and Personal Identification Numbers instead of passbooks. The case study describes the change management process, the new business model, the setting up of teams, re-engineering of the business processes, and major challenges faced. Main achievements included:
- Instant opening of accounts and issuing of cards;
- Staff capacity to implement projects;
- Establishment of a new retail channel;
- Reduction in operating costs.
The case study states that the project demonstrated the importance of using a dedicated project manager, committed leadership, a culture of collaborative competition, and immediate measurable gains.
