The consultancy looked at a number of businesses, always from a number of viewpoints, operational and financial:

• Customers, the market, the underlying economics of the business and likely developments
• The bank’s profitability and returns
• The capital demands of the business, including any diversification benefits
• Staff and management– morale, capabilities, training

The focus was always to find actionable points for the management and staff of the business line and to help senior management better align the business within the bank.