Case Name :      ING Direct Canada

Authors :           Michiel R. Leenders, Robert Klassen, Natasha Ebanks

Source :             Ivey Publishing

Case ID :            902D11

Discipline :        Operations Management

Case Length :    14 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

ING Direct Canada is a retail banking operation and a subsidiary of one of the top global providers of integrated financial services, ING Group of the Netherlands. ING Direct Canada needs to meet the operational demands of a growing client base, while maintaining its current staffing levels, physical space, and commitment to same-day account processing. The senior vice-president of operations must implement procedures to cope with the immediate challenges of the company’s growth, as well as develop a long-term strategy. Options to consider include new technology, increased efficiencies, or relaxing the same-day processing requirements.