Now Nationwide Drops A Clanger
According to this report on the BBC and a message on their site, Nationwide have processed debit card transactions twice. It didn’t affect me, as I only use a debit card to get money from a cash machine.
This should never happen.
I have said that processing and senior management should be co-located and preferably at the same place where the programmers work.
As in this Nationwide clanger over 700,000 accounts were affected, it is quite likely that several senior managers or their friends would have been effected by the error. If those managers were worth employing, they should have been straight on to those responsible to find out what had happened. Co-location puts the fear of God into operators and programmers. Try doing that if they’re halfway around the world.
But at least in this clanger, Nationwide found out what had happened quickly and rectified it within 48 hours. But how much did the whole incident cost Nationwide and its customers? And as Nationwide is a mutual, how much did it indirectly cost its members?
I always remember Bob, the guy who taught me cost accounting, said that banks had a totally different approach to the way things added up. Perhaps things haven’t changed all that much!
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The Anonymous Widower 
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