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The Woolwich Bank 'Project Lifestyle' - Abridged

Publication Year



Central to the case are the Clicks and Mortar choices facing companies. The case describes how one medium sized mortgage bank has created a radical new strategy for competing in a crowded and competitive market. It describes the development of an innovative retail banking service - "Open Plan" - that will be delivered through multiple channels. Central to the case is how the use of multiple channels and the redesign of the product create a new and powerful business model. The case enables the student to compare the model developed by the Woolwich bank with internet-only banking and other models. The case also focuses on the managerial processes behind service innovation and addresses the issues of implementation.

Topic List

Service Management, e-Business, e-Service, Multichannel Strategies, Clicks & Mortar, Retail Banking, Strategic Management, Innovation



Publication Event Date


LBS Case Number



United Kingdom

Publication Organisation Size

6,500 Employees

Project Funder

Department for Trade and Industry (DTI)



Available on ECCH


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