Washington Mutual (A): A Very Old Bank Can Grow—A Lot!

Kellogg School of Management Cases

ISSN: 2474-6568

Publication date: 20 January 2017


To realize that true customer/market focus occurs when all decision makers act to create a customer experience that builds the company's brand, which implies an alignment of leadership, culture, information systems, incentives, and people.



Dewar, R. and Rao, H. (2017), "Washington Mutual (A): A Very Old Bank Can Grow—A Lot!", Kellogg School of Management Cases. https://doi.org/10.1108/case.kellogg.2016.000403

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