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  • Case Session18

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    Raju Sharma
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    Ron Wilkins took over a bank serving a racially diverse community. He launched two divisions - Retail Operations focused on the local community and External Deposits focused on investors. However, the divisions developed a perception of competition and lack of coordination. There was also racial discrimination, as white employees worked only in External Deposits and black employees only in Retail Operations. This led to conflicts between the racially divided groups and failure to achieve the goal of inclusion that Wilkins sought.

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    Case Session18 (1)

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    Ron Wilkins took over a bank serving a racially diverse community. He launched two divisions - Retail Operations focused on the local community and External Deposits focused on investors. However, the divisions developed a perception of competition and lack of coordination. There was also racial discrimination, as white employees worked only in External Deposits and black employees only in Retail Operations. This led to conflicts between the racially divided groups and failure to achieve the goal of inclusion that Wilkins sought.

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    68 views3 pages

    Case Session18

    Uploaded by

    Raju Sharma
    Ron Wilkins took over a bank serving a racially diverse community. He launched two divisions - Retail Operations focused on the local community and External Deposits focused on investors. However, the divisions developed a perception of competition and lack of coordination. There was also racial discrimination, as white employees worked only in External Deposits and black employees only in Retail Operations. This led to conflicts between the racially divided groups and failure to achieve the goal of inclusion that Wilkins sought.

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    © All Rights Reserved
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    of 3

    Case Analysis :

    Managing diversity at
    Cityside Financial Services

    Submitted By :

    Group AC1

    Gaurav Ashok
    (16S512)
    Himanshi Chauhan
    (16S516)
    Nitin Haswani
    (16S535)
    Sakshi Bhalla
    (16S545)
    Vishal B Nair
    (16S556)

    Managing Diversity at Cityside Financial Services


    Cityside Financial Services was a successful mid-sized bank serving an
    Urban community, predominantly upper middle class whites. The bank
    was later put up for sale as more middle class people started moving to
    the suburbs. Ron Wilkins and a few other investors took over the bank.
    They were a racially diverse group. Inorder to serve the racially diverse
    markets, they decided to focus on two differential customer segments. In
    1999, they launched two units in sales division namely Retail operations
    (focused on local community) and External deposits (focused on investorsprovided portfolios).
    Challenge faced by Ron Wilkins
    The most crucial challenge faced by Wilkins was to maintain the essence
    of diversity in the racially diverse group of management. There was a
    serious issue of perception. The members of the External deposits and
    Retail operations had a wrong perception of each other. Also there were
    complaints raised by the rich people who moved out of the neighbourhood
    that they were not provided various investment services. Even the clients
    of retail were annoyed with the more cozy treatment that the clients were
    getting at the external deposits. Even the banks quality was at risk. The
    retail operations and external deposits were competing with each other.
    Retail operations added a corporate banking function designed to service
    corporate accounts and External deposits began marketing its investment
    packages to the wealthy investors. There was severe lack of coordination
    between the two units that has affected the banks efficiency.
    Collaboration
    There is a lack of collaboration in the company as both the units perceived
    a sense of competition with each other, which denied the basis of the
    services provided to their clients. The members of one group feel that the
    other group members had a respect for them but still did not acknowledge
    the contributions they made to the firm.
    Diversity
    Diversity should be unbiased in the case of Cityside financial services
    inorder to sustain the current client base and also to gain more diverse
    clients. Here it is clear that there is a rising conflict between the people
    working in the institution due to improper management of diversity. The
    problem within the bank is due to the racial diversification of workforce.
    The bank employed people to the two units based on their race (white or

    black). The white people worked in the External deposits unit while the
    Retail operations unit had only black people. The people were very
    mission driven. But the company lacked in setting a clear mission for the
    units of operations. The white and black discrimination led to creation of a
    notion that the black people were lacking in potential and added less
    value to the company and hence were put in retail operations.
    The main reason why things did not work at Cityside Financial services
    was that Wilkins failed to achieve the mission that he had sought in the
    beginning. Wilkins wanted a minority inclusion within the firm but the
    measures that he took were in vain as racial groups were formed within
    the firm.
    Recommendations
    a) Wilkins should have made sure that all the employees of the firm be
    it white or the black people feel included into the organization and
    do not feel that they are being discriminated in any way.
    b) They should also consider the perspectives of the employees
    towards the organization as a whole but not segregated.
    c) In addition to this, Wilkins needs to understand that the employees
    belong to different cultural backgrounds and diversity. Hence it is of
    paramount importance that he ensures that all the employees see
    eye to eye and consider themselves an integral
    part of the
    organization rather than part of two racially diverse groups.
    d) Apart from this, in depth cross training programme could reduce the
    lack of coordination between the two units.

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