Information Technology Adoption and the Role of Organizational Readiness: The Case of an Indian Bank

This case describes the evolution of the use of information technology (IT) at National Banking Services, one of the oldest banks in India. It describes the bank’s response to economic liberalization and the resulting initiatives for IT adoption. It highlights the influence of organizational readiness on IT adoption. In particular, it describes the negative influence on IT adoption of conditions such as the lack of top management support, skeptical end-user attitudes about the benefits of IT, and resistance from employee unions. The case ends with a description of the changing role of IT in the banking industry in India and the challenges confronting the bank. orgAnIzAtIonAl bAckground—PrIor to 1985