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Redefining Performance Management at DBS
Article

Redefining Performance Management at DBS

How Lofty Ambitions and Innovative Metrics Sharpened Customer Focus

David Kiron and Barbara Spindel
MIT Sloan Management Review, 2019
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Editorial Rating

8

Qualities

  • Eye Opening
  • Background
  • Inspiring

Recommendation

A designation of “Best Bank in the World” typically requires decades of continuous improvement. But Singapore-based DBS built a sterling reputation as an innovative, customer-centric and digital financial powerhouse in only 10 years. In this illuminating case study, journalists David Kiron and Barbara Spindel highlight how DBS skyrocketed into the banking stratosphere through massive and disruptive organizational change. Financial professionals interested in dynamic turnarounds will find valuable insights in this DBS profile.

Take-Aways

  • DBS needed to implement a massive organizational change to regain its competitiveness in financial services.
  • DBS pursued a digital banking strategy with a heavy emphasis on client satisfaction.
  • The “GANDALF” initiative set out a blueprint to compete not only with traditional banking institutions but also with the technology giants.

About the Authors

David Kiron is an executive editor at the  MIT Sloan Management Review. Barbara Spindel is a writer and editor specializing in culture, history and politics.

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