Recent developments in both groups

Recent developments in both groups threatened to further compromise the bank’s quality of service. Retail Operations added a corporate banking function designed to service corporate accounts in other neighborhoods citywide; in the meantime, External Deposits began marketing its investment packages to some wealthy investors within the city. As one staff member in External Deposits observed, the services overlapped, and it was not clear which of the two units was best equipped to handle the new market segment. “Historically, the Retail customer base has been defined as the neighborhood. Anything else in the city by rights should be ours if we use that definition,” he explained. “So what happens if we get a law firm downtown that needs corporate banking services, and we bring them in? Whose account is that? We really can’t service it, but Retail, that’s their stock and trade.”