Table of Contents
Volume-1
Preface — 11
1.0 Chapter-1 Introduction — 22
1.1 Process, Process-based EOM — 23
1.2 Bill of Resources — 28
1.3 Profits and Profitability — 31
1.4 Causation — 38
1.5 Resilience — 39
1.6 Enterprise Operational Resilience — 44
1.7 Enterprise resilience — 47
1.8 Operational Risk management — 50
1.9 Risk Adjusted Process Efficiency concept — 52
1.10 Risk Adjusted EOM Efficiency concept — 53
1.11 Measuring operational efficiency — 56
1.12 Effectiveness — 59
1.13 Sustainability – Internal, External factors — 62
1.14 Risk Adjusted Operating Leverage — 63
1.15 ERRM Leverage — 67
1.16 Chapter conclusion — 68
2.0 Chapter-2 Introduction — 70
2.1 Shared Service, Outsourcing Models — 70
2.2 ISO20022, Payment Infrastructure — 76
2.3 Open Banking — 82
2.4 Mobile Banking — 84
2.5 Omni-channel — 86
2.7 Virtualisation — 91
2.8 Hyperautomation — 101
2.9 A.I. — 102
2.10 DevOps, MLOps — 127
2.11 Chapter conclusion — 128
3.0 Chapter-3 Introduction — 130
3.1 Business Goals — 135
3.2 Theory of Constraints (TOC) — 146
3.3 Process based EOM concept — 148
3.4 Business Model — 150
3.5 Design Process-based Business Architecture — 173
3.6 Design Resilient Enterprise Operating Model — 179
3.7 Build & Test process-based EOM — 261
3.8 Reference process-based EOM — 290
3.9 Process based-EOM in Production — 293
3.10 Neo-Banks — 302
3.11 Supervisor's Operational Efficiency measures — 308
3.12 RAOL taxonomy — 315
3.13 Leveraging Human Capital and Technology — 317
3.14 Chapter Conclusion — 320
Volume-2
4.0 Chapter-4 Introduction — 26
4.1 Human Capital — 30
4.2 Revenue Targets — 49
4.3 Operational Resilience, Risk Appetite — 50
4.4 Customer Experience Target — 52
4.5 Control Frameworks, Methods — 53
4.6 Operating Cost Management — 63
4.7 Resource Utilisation Target — 92
4.8 Management Ethics, Culture, Governance — 94
4.9 Operational Performance Policies — 143
4.10 RAOP, Knowledge & Awareness — 152
4.11 Managing RAOP - Risk Adjusted Operational Performance — 177
4.12 Business Continuity Planning — 243
4.13 ERRM - Enterprise Stress Testing — 251
4.14 Chapter Conclusion — 255
5.0 Chapter-5 Introduction — 257
5.1 Management's Guidance for Risk adjusted operational performance policy — 266
5.2 Enterprise I.T. Governance Models — 286
5.3 Enterprise I.T. Risk Appetite — 291
5.4 Global initiatives to manage payment processing risk — 293
5.5 Bank's EITG Policy — 294
5.6 Enterprise IT – Risk adjusted operational performance — 340
5.7 Operationalise Enterprise I.T. Risk Appetite — 367
5.8 Managing Enterprise I.T. Risk adjusted operational performance — 370
5.9 Enterprise I.T. Cost Budget, Resource Utilisation — 479
5.10 Summary of Risk Adjusted Process efficiency management, scoring — 480
5.11 Chapter Conclusion — 483
6.0 Chapter-6 Introduction — 485
6.1 Abstract and Background — 489
6.2 RAOL Methods and System — 512
6.3a Risk Adjusted Operational Performance-Scoring Guideline — 526
6.3b Scoring Example — 540
6.4 RAOP measures – Fit for Purpose — 558
6.5 Chapter Conclusion — 566
7.0 Chapter-7 Introduction — 567
7.1 Standardise the process based Enterprise Operating Model (SEOM) — 571
7.2 Baseline — 572
7.3 Operational Research (OR), Optimisation — 576
7.4 AI Agents and Agentic AI orchestration — 604
7.5 AI, ML Case Studies — 608