Executive Summary (This is a document excerpt)

Faced with numerous business changes in its retail bank operations, such as regulatory changes and an increased need for risk assessment, BNP Paribas decided to extend its existing business service management (BSM) center of excellence (COE) to take on business activity monitoring (BAM). Supported by bank executives, the BAM COE has grown its program staff from five to nine people in charge of developing what they refer to as "monitoring contracts," which help them to avoid the BAM learning curves associated with involving each application development team and thus to avert development delays.

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