This paper explores the nature of the underlying business complexity in financial services - how to evaluate and get at it, and how to begin to transform the enterprise into a more flexible and scalable business. Using a case study of a leading consumer finance company that achieved 25% improvement in operating efficiency and 40% in IT, we show how it is possible to make substantial progress in complexity reduction by applying a "front-to-back optimization" approach focused on the drivers of complexity.
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