National Australian Bank: Work-Centered Analysis of Digital Disruption

This report provides a work-centered analysis (WCA) of the National Australian Bank (NAB), examining the impact of digital disruption on its operations. The analysis covers the bank's transformation before and after digital integration, evaluating changes in customer interactions, product offerings, business processes, information management, technology adoption, and the overall banking environment. The report assesses the effects of these disruptions, highlighting how technology has shifted power to consumers and transformed traditional financial services. It offers recommendations for adapting to digital interference, including strategic business planning, skill development, and embracing open banking. The report concludes with an implementation plan, including change management strategies, training programs, and system conversions, emphasizing the importance of IT investment for enhanced services and customer satisfaction. The study underscores the necessity for the NAB to embrace and invest in technology to maintain a competitive edge and provide excellent customer service in the evolving digital landscape.

Running Head: WORK CENTERED ANALYSIS
1
Work-Centered Analysis
Student
Lecturer
Institution
Due Date

WORK CENTERED ANALYSIS 2
EXECUTIVE SUMMARY
There have been numerous changes in the National Australian Bank due to the recent
technological changes in the 21st Century. Technology has really changed banking industry as a
whole. It is happening quickly and it is creating opportunities for the National Australian Bank.
New technology and new ideas are frequently improving and changing financial transactions in
the bank. Recently, not only in National Australian Bank but also in the whole banking industry,
we have seen raft innovations, with the rise of artificial aptitude (Johnston, 2017).Australia may
soon turn into a robot rather than a real person in order to aid in preparing financial transactions
and tax returns. The never-ending queues are no more in the National Australian Bank, this is
due to the fact that everything is digitized.
List of abbreviations and assumptions
The term AI is used to refer to when software or machine are made to behave or have human like
intelligence. This is clearly seen in the use of computerization in the banking industry. (Riano &
Eva, 2012) (WCA) on the other hand, refers to a system of analyzing the impact of digitization.
(Mohapatra, 2017)

WORK CENTERED ANALYSIS 3
Contents
Introduction.....................................................................................................................................4
Background information on the case study:...................................................................................4
FRAMEWORK FOR ANALYSIS OF NATIONAL AUSTRALIAN BANK BEFORE
DIGITAL DISRUPTION................................................................................................................4
FRAMEWORK FOR ANALYSIS FOR NATIONAL AUSTRALIAN BANK AFTER DIGITAL
DISRUPTION..................................................................................................................................6
ASSESSMENT OF THE EFFECTS OF DIGITAL DISRUPTIONS............................................8
RECOMMENDATIONS................................................................................................................8
IMPLEMENTATION PLAN..........................................................................................................9
CONCLUSION:.............................................................................................................................9
References......................................................................................................................................10

WORK CENTERED ANALYSIS 4
Introduction
The aim of this report analyse is to examine the changes that have occurred in the National
Australian Bank due to digital innovation using a work centered analysis approach and the
effects of digital disruption, their recommendations, and implementation plan.
Background information on the case study
National Australian Bank has not been left behind in these raft innovations in the banking
industry. Technology is becoming a critical part of daily financial transactions to the customers
and employees of the bank. We have seen the emergency robot advice services like ignition
direct and Acorns Australia which provide automated online financial and investment advice.
(Zopounidis, 2012)They work in a way that once you provide information about your financial
goals, a robot adviser uses complex algorithm and mathematics models to calculate an
investment strategy for the National Australian Bank. (Frankish & William, 2014) .
FRAMEWORK FOR ANALYSIS OF NATIONAL AUSTRALIAN BANK BEFORE
DIGITAL DISRUPTION
a) Customers.
Before digitization, the customers were divided into two; external customers and internal
customers. External customers were mostly people employed by the government. The
bank offered them services such as cash deposits, cash withdrawals and even short and
long-term credits. Internal customers consisted of the workers who worked in the bank.
They also included office messengers that moved information to other National
Australian Bank branches, though they were later replaced by electronic mail system that
computerization invented. (Greyson, 2017)
b) Products.

WORK CENTERED ANALYSIS 5
Before digitization, financial transaction services were so minimal one could not obtain
financial accounts during late hours or even during weekends, as there were no automated
teller machines to facilitate this. Moreover, customers were to queue for long hours for
them to get the bank services. (Franz, et al., 2017)
c) Business Process.
Before digitization, financial transactions were really slow. Acquiring a loan was a long
process which entailed walking from one office to another in look for signatures from
various department. Moreover, recording of the business transaction took so long as it
was done manually. (Soffer & Erik, 2011)
d) Information:
Before digitization, communicating to customers was really hectic, the only way was
through bank journals which were quite expensive as it included publication. Moreover,
presentation of financial statements was not so accurate due to several errors. (Agboola,
2010)
e) Technology.
Back before digitization, customers were forced to queue for long hours in order to make
their transaction. Moreover, customers could only do bank transactions during working
days when banks were opened.
f) Context.

WORK CENTERED ANALYSIS 6
The banking environment was so unfriendly, as customers had to queue for long hours as
they waited for their services. Moreover, retroviral of one’s financial records was a long
process as the accountants had to go looking across the shelves to find the files.
g) Infrastructure.
National Australian Bank had so many departments before digitization, there was data
processing department, and there was messengers department and accountants
department all of which were replaced after digitization.
FRAMEWORK FOR ANALYSIS FOR NATIONAL AUSTRALIAN BANK AFTER
DIGITAL DISRUPTION
a) Customer.
After digitization, the number of customers has really gone up. This is because anyone
who owns a smartphone or a computer and he or she is above eighteen years, can have a
bank account. The number of internal customers (those working for the bank) has
decreased as some of them were replaced by technology. For instance, the number of
accountants has reduced due to capabilities of computers doing the financial accounting
management with some help from a few individuals.
b) Product.
Digitization has come up with several services like, mobile money transfers, the
automated teller machines were customers can access their finance at any time.
Moreover, mobile banking is now giving loans to the customers by just a press of the
button.
c) Business Process.

WORK CENTERED ANALYSIS 7
After digitization, financial transactions were so quick. Acquiring credit from the bank is
now easier and faster than before through the use of mobile banking. Queues at the bank
are now short due to faster services which have been facilitated by computers.
d) Information.
Information technology in the National Australian Bank became a critical business
resource, its absence resulted in poor decisions and eventually business failure initially.
Electronic, internet and mobile banking are some of the new things in information
technology in the banking industry. (Cull, et al., 2013)
e) Technology.
After digitization, National Australian Bank brought the internet banking, mobile and
tablet application to the consumer markets. Through this innovative use of mobile
financing and use of other technologies in the banking industry, it has achieved a high
status as a digitized banking that much improvement in its customer’s base. Moreover,
technology has facilitated new delivery techniques like the automated teller machines, net
banking, and mobile banking. (Sohani, 2012)
f) Context.
National Australian Bank environment has completely changed, there has been a new
organizational paradigm, a blocked chain-based payment system and increased
importance of machine operation learning.
g) Infrastructure.
The emergence of computers simplified work as most of data processing was eased.
Moreover, it made filing system much easier as computers can now store as much data as

WORK CENTERED ANALYSIS 8
possible thus eliminating the filing shelves in the bank offices, this has resulted to much
organization in offices and much space has been saved. Moreover, digitization has led to
some departments done away with, for instance, data processing departments are no
more. (Crey & Patricia, 2017)
ASSESSMENT OF THE EFFECTS OF DIGITAL DISRUPTIONS
Digitization in banking has enabled customers of the National Australian Bank to shift the power
of transaction to their advantage. Consumers can research, purchase, interact, analyze and grow
or eradicate interaction without any in-person engagement. Each of this process can be done with
a quick voice command or a touch of a finger. Financial services traditionally characterized by
face-to-face dealing with customers, such as investment banking advisory services have been
affected. Lending too has been transformed into crowdsourcing funding and peer-to-peer lending
schemes which gives borrowers an opportunity to circumvent many branches and in some cases
collateral requirements and credit ratings. Traditionally banking was constrained to oversight and
regulations which have recently become friendly to customers.
RECOMMENDATIONS
The first step to respond to the impacts of digital interference is to be familiar with the
challenges being faced, including the speed and scope of the change. The second step is to create
a business plan that responds to these effects of digital disruptions. New digital tactics like the
building of an end-to-end account opening process for smartphones and computers is vital. The
firm’s customs should be changed and new processes put in place. New skills in analytics,
technology, and design must be obtained to speed up and scale change. Open banking will
change the dynamics of the banking ecosystem overnight and its future will extend beyond

WORK CENTERED ANALYSIS 9
traditional services including, hospitality, travel and e-commerce. Responding to these effects
will require total commitment from the leadership and increased investment by customers of the
National Australian Bank.
IMPLEMENTATION PLAN
 Change of management: A new management with an advanced technical skill will be
required in order to facilitate implementation of the digitized system into the National
Australian Bank.
 Training on new and revised information to both employees and customers: Both
employees and customers will have to undergo training on the use of modern technology
in banking and where guided instructions are required shall be posted on customer’s
emails and other social media platforms.
 Conversion to the new system: All outdated office equipment will be exchanged with
modern ones in order to facilitate digitization of the bank.
 Acceptance testing: Finally, a random test will be done to ensure that the new technology
is suitable for both the workers and employees of the bank.
CONCLUSION
We cannot deny that improvement of technology was essential for the present era. Banking
needs to adapt and embrace new technology to provide excellent services to its customers.
Therefore, it is worth concluding that the banking industry ought to spend more on IT to advance
its operations, products and customer service. National Australian Bank should dedicate more
resources to the expansion of secure services, products and IT system.

WORK CENTERED ANALYSIS 10
References
Agboola, A., 2010. Information and communication technology in banking operations. s.l. LAP
Lambert academic Pub.
Crey, N. & Patricia, R., 2017. Back to the future. s.l. Cham Springs.
Cull, R., Robert, C. J. & Jonathan, M., 2013. Banking the world. s.l.: MIT Press.
Frankish, K. & William, R. M., 2014. The Cambridge handbook of artificial intelligence. s.l.
Cambridge University Press.
Franz, C., Thomas, B. & Andreas Herrmann, 2017. Evolving business models. s.l. Springer
International Publishing.
Greyson, L., 2017. The social and economic impact of technology 1978-84. Boston: Springer
US.
Johnston, L. S., 2017. The Bank for International Ideas. s.l. Johnston and associates.
Mohapatra, S., 2017. The case study in strategic management. s.l.: Pearson Education India.
Riano, D. & Eva, O., 2012. Artificial research and development. Washington DC: IOS Press.
Soffer, P. & Erik, P., 2011. Information system evolution. s.l.:Springer Berlin Heidelberg.
Sohani, A. K., 2012. Technology in the banking system. s.l.:Agartala:Icfai University Press.
Zopounidis, C., 2012. New trends in banking management. s.l.: Heidelberg.