P/B/294. Dissertation. The use of Information Technology in banking sector: case study of HSBC

The aim of the dissertation is to examine UK banking system as a service industry in the conditions of globalisation and demand for faster transactions. The objectives are to research the case study of HSBC (Honk Kong & Shanghai Banking Corporation) in terms of its technological advancement. The methods of data collection are both primary (an interview with a senior HSBC employee) and secondary (survey of books, journals, websites, etc.). The review of literature focuses on the works of Mintzberg (2001) and Potter (1998) defining competitive strategy; Kotler (1990, 1991) and Lambin (1993) defining marketing; Bose (2002) defining CRM; Turban et al (2002) defining e-commerce and business models, etc. The paper gives an overview of banking history covering the period from 1845 to 1995 with the focus on the increasing use of information technology (IT) over the period, and outlines the recent trends characterising the period from late 1990s up till early 2000s. The profile of HSBC activities is presented; SWOT analysis, Application Portfolio analysis, etc. are conducted. The conclusion is made that the use of innovative technology is the key to HSBC success. The paper gives recommendations regarding the work with customers, reduction and staff retention issues, relocations of employees and modification of corporation's philosophy.