1. Introduction 2. The Financial Services Environment 3. Theories of Organisational Behaviour 4. Organisational Design – The Theory 5. Organisational Design – Practical Application 6. Leadership 7. Organisational Development and the Management of Change - Background 8. Organisational Development and the Management of Change - Implementation 9. Business and the External Environment – the Contextual Environment 10. Business and the External Environment – Social Responsibility and Business Ethics 11. Information Technology 12. Service Quality and Relationship Management 13. Future Challenges
Biography
Stewart Falconer is Head of the School of Accounting, Financial Services and Law at Edinburgh Napier University, UK
This is a fine blend of theory and practice specially produced for managers in the financial services industry. It is clearly and concisely written and conveys a great deal of practical guidance which is relevant to managers in an industry undergoing such dramatic changes at the hands of a highly competitive market and a slew of new regulators.
Charles W. Munn, Professor, OBE, FCIBS, former Chief Executive of the Chartered Institute of Bankers in Scotland.
Using traditional management theories Stewart Falconer, in a very prescriptive and easily read style, applies those theories to the recent history and on-going developments within the UK Financial Services sector. Using real life case study material, Stewart "brings academic theory to life". This book is a must read for students of Financial Services subjects or for those within the sector looking to develop their knowledge of Financial Services Management.
Graeme Dalziel, Honorary Senior Lecturer, Glasgow Caledonian University, UK and formerly a senior manager for 30 years within the UK Financial Services sector.
