[sbarlster]

Interesting that a retail bank whose core business is to process transactions takes the decision to outsource that capability. And then is exposed as unable to monitor/control the outsourced operation.

Some similarities to the now defunct Railtrack whose remit was to maintain the UK railways decided that it was a good idea to outsource all of its engineering capability. It turned out that Railtrack did not have the ability to manage, monitor or access the state of work carried out by contractors. Some details and links in... http://en.wikipedia.org/wiki/Railtrack#Founding

A good lesson. Accessing which are the core functions of your company. And the ability to execute them without failure.