Process Excellence in Banking - 2017

Terry SchurterDirector IPAPI IQPC Business Process Excellence Exchange 2007 © Terry Schurter, all rights reserved

Bridging The Gap - Creating Explicit Alignment Between

Business Goals And The Application Of Technology To Truly

Champion Process Excellence

What we have learned from 2007 to 2017…


Join us at www.ipapi.org to see how we are leading the advancements in business success

About me Director International Process

and Performance Institute

CEO/ Founder Bennu Group

CIO BPM Group

Research Director for Process – Bloor Research

Leading Independent BPM Industry Analyst

Technology Entrepreneur

2006 Global Thought Leadership Award

Creator and Author of Customer Expectation Management

International Process Engineering Award Recipient

International Speaker/ Author

Founder of the Certified Process Professional program

Certified Coach

Executive Mentor

Creator* CEM Methodology (w/ colleague Steve Towers)

Co-creator 8 Omegawww.tschurter.com

http://www.ipapi.org/

http://www.tschurter.com/



Life Bank 2008 - 2010

Our move to Outside-In:

• Focus on the Customer

• Move our Products up the Customer Value Chain

• Begin to understand the Process the Customer is Really in

• Begin building the behavior to eliminate everything that is not contributing to the SCO…


Life Bank 2008 - 2010

We Embarked on the Journey to consolidate our “internal products” into “Customer Products”


Life Bank 2008 - 2010

This moved us from things like:1) Banking2) Loans (secured/ unsecured)3) Credit Cards4) Insurance5) Investments


Life Bank 2008 - 2010

To Customer Processes including:1) Wealth Growth2) Life Style3) Personal Security (Risk Mitigation)4) Quality of Life


Life Bank 2008 - 2010Which caused us to:

1) Dramatically simplify our processes, activities and systems

2) Begin moving our use of technology up the value chain – driving technology into explicit alignment with Customer Value

3) Refocus the internal technology view to the question; How does this make the people in our organization’s lives Simpler, Easier and More Successful?


Life Bank 2008 - 2010

The First Big Shift – what we learned

1) Our biggest value was our internal knowledge, skill and technology to achieve Customer Success

2) We were only leveraging this as an exception, rather than the rule

3) Which spawned an entirely new internal social model – Customer Success as a way of life…


Life Pace 2010 - 2016

WE DEFINED THE PROCESSES OUR CUSTOMERS ARE REALLY IN:

1) Establishing their financial basis (becoming an adult)

2) Creating their Career

3) Growing their Family

4) Enjoying their Life

5) Retiring in Dignity


Life Pace 2010 - 2016

AND FINALLY (BUT MOST IMPORTANTLY) REMOVING THEIR RISK BY:

• Protecting and building their credit

• Establishing their Budget, Goals, and the Growth of Same

• Guarantying asset value and appreciation

• Managing for Education, Retirement and Quality of Life


Life Pace 2010 - 2016

Life Pace – A fundamental Change

• Our Customers only need to know their goals

• Our people, processes and technology hide the complexity from them

• They stay with us as comprehensive, Life Pace Customers

• We shoulder the Risk – Insuring the Achievement of their Goals


Life Pace 2010 - 2016Results of Our Strategy

• 20% Growth in New Customers

• 4X Increase in Business per Customer

• Profit capped at 20% (excess reinvested)

• 93% of New Customers acquired are still customers

• Largest “bank” in the world (by 2x)

• Employee retention over 96%...


Life Pace – Our Future

OUR SCO APPROACH HAS BECAME A NATURAL BEHAVIOR OF OUR INTERNAL SOCIAL MODEL RESULTING IN:

• Continual expansion/ refinement of the concept – “What Process is our customer REALLY engaged in?”

• Ongoing Challenge to our assumptions – to remove our own “inside-out” barriers

• Radical innovation on the use of technology in explicit alignment with Customer Success


Life Pace 2017 - onFrom this our Evolving Strategy seeks to:

• Influence, expand and improve education (mental, emotional, physical health)

• Influence, expand and improve lifespan mental, emotional and physical health

• Personal Relationship Enhancement (community, peer-circle, partner)

• Multiple Professional Career Development

• Dream fulfillment – personal achievement

• Dream fulfillment – New frontiers


Life Pace – Acknowledging the Pioneers

Acknowledging those who have blazed the trail…

• Virgin (Sir Richard Branson)

• ZARA

• Fedex

• Ryanair

• Best Buy

• Citi

• And the handful of others who have each contributed in their own way


THANK YOU.

I appreciate the opportunity to join you today from the world of 2017.

And I hope I have inspired you to expand your horizons of what you can and must do to succeed

in your future

For more about the International Process and Performance Institute please visit:

www.ipapi.org

For more on Terry Schurter please visit:www.tschurter.com

http://www.ipapi.org/


Date post:	05-Dec-2014
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