Managing Organisational Conflict During New Technology Implementation

Abstract

This chapter demonstrates organisational conflicts between employees, leadership teams, and the transformation team during a new technology implementation period in a large regional bank. The case context involves BankX, a leading ASEAN universal bank, one of the largest Asian investment banks, and one of the world's largest Islamic banks. With the core principle of enhancing customer experience, BankX leveraged BDA to gain a better understanding of their customers and optimise processes. They aggressively started streamlining their activities with regard to data by various measures ranging from upskilling staff, integrating data in a central data warehouse, and starting the sandbox incubator program. However, the BDA implementation process was one with challenges and conflicts that constrained the implementation process. The chapter follows through on the various conflicts and the resolution measures that are implemented during the transformation process.