<p><br/></p><p>Contents<br/>List of Tables and Figures vii<br/>List of Abbreviations ix<br/>Introduction and Background xi<br/>1 The Excellent Banks 1<br/>2 Lessons from the Past: Two Turbulent Decades 7<br/>3 Shaping the Business Model 21<br/>4 People and their Culture 35<br/>5 The Leadership Factor 51<br/>6 Sustaining Revenue Growth 59<br/>7 Managing Size and Complexity: The Challenge<br/>Becomes Acute! 75<br/>8 Execution and Client Service 85<br/>Cost management 86<br/>Technology 90<br/>Customer service 92<br/>Attracting and retaining the best people 93<br/>9 The Profile of Risk 97<br/>10 How the Excellent Banks See the Future 109<br/>The consolidation process 109<br/>More demanding clients 116<br/>The importance of asset management 117<br/>Credit derivatives as a threat 118<br/>An independent perspective from our bankologists 119<br/>11 Our Own Reflections and Forecasts 123<br/>Managing size and complexity 126<br/>Cross-border mergers 127<br/>The outlook for consolidation in general 129<br/>v<br/>The profitability of retail banking 132<br/>The outlook for risk management 133<br/>Changing the culture 135<br/>Appendix 1: Profiles of the Excellent Banks 139<br/>Appendix 2: The Business Principles of Goldman Sachs 157<br/>Bibliography 159<br/>Index 161</p><br/>