Here is the link--there is a free registration Banking Behind the Scenes

Here is their promo for the article:

Most banks consider the information technology that supports their back-office operations as a single, separate function requiring its own cost-cutting program. But our research shows that best-practice banks view IT and back-office operations as an integrated value chain. They optimize the chain's performance by treating the back office as a portfolio of individual factory operations and source each one from the range of options available—outsourcing or internal co-sourcing, for example—according to its particular characteristics.
Better a patient man than a warrior, a man who controls his temper than one who takes a city