Banking Process

Innovation

Agenda Understanding the Customer Transactional to Transformational Current BPM Maturity BPM Roadmap BPM Strategy BPM Home & Funding Future BPM Maturity BPM Service Portfolio Innovation Life Platform Process Works Lets Innovate

Understanding

the Customer

Content Linda Cautious James

Needy Michael Striving Cheryl

Enjoys thinking about Life…Not Banking

Knows What she wants to do…But needs help getting there.

Driven to succeed…Convenience Matters Most

Looking for reassurance…Worried about the day to day details.

Transactional to Transformational

Value is not understanding money but understanding people

Digital

Understanding

& Planning

Centre

Easy Bank KioskPoint of

Sale

Bank

ATMRemote Support

& Expertise

Pocket

Bank

Computer &

Web Enabled

Phone

Physical

Bank of the future

How can BPM transform?

Governance

Process Management Standards

Process Metrics & Performance Linkage

Process Roles and Responsibilities

Assess Current – BPM Maturity

Methods

Process Management Decision Making

Strategic Alignment

Process Output Measurement

Process Architecture

Strategy & Process Capability Linkage

Process Improvement Plan

Information Technology

People Culture

Process Customers & Stakeholders

Process Control & Measurement

Process Implementation &

Execution

Process Design & Modeling

Process Control & Measurement

Process Implementation &

Execution

Process Design & Modeling

Process Education & Learning

Process Management Knowledge

Process Skills & Expertise

Process Attitudes & Behaviors

Process Values & Beliefs

Responsiveness to Process Change

Process Project & Program Mgmt.

Process Improvement & Innovation

Process Project & Program Mgmt.

Process Improvement & Innovation

Process Management Leaders

Process Collaboration & Communication

Leadership Attention to Process

Process Management Social Networks

Process Management Controls

Fa

ctors

Ca

pa

bility

Are

as

Average Maturity

Low Maturity

High Maturity

Strategy Set-Up TransitionContinuous

Improvement

Link to Corporate

Strategy

Define Building Blocks

Choose Path

Monitor Fit-Gap

Define Basics

Develop Analytics

Create Methods

Align Business and IT

Create Basis

Perform Analysis

Define Portfolio

Optimise Processes

Add Process-Based Rewards

Expand Reporting

Allocate Budget

Perform Audits

Build a Process Centric Focus

BPM Roadmap ( Process Innovation Centre)

Communicate and Train

Manage Change

Customer Centric BPM

Continuous Operational Excellence

Nurture Innovation and Transformation

Franchise Engagement in

BPM

BPM Strategy ( Process Innovation Centre)

Process Innovation Centre - Services

• BPM Leadership

• Regulatory Framework

• Process Control

Keep the

lights on

Services

• BPM Projects

• Training and Communication

• Change Management

Profit

Services

• Process Innovation

• Customer Engaged Innovation

• Leadership Innovation

Innovative

services

Process Innovation Centre - Funding

BPM Home & Funding

Governance

Process Management

Standards

Process Metrics & Performance

Linkage

Process Roles and Responsibilities

Plan Future – BPM Maturity (Process Innovation Centre)

Methods

Process Management

Decision Making

Strategic Alignment

Process Output Measurement

Process Architecture

Strategy & Process Capability Linkage

Process Improvement Plan

Information Technology

People Culture

Process Customers & Stakeholders

Process Control & Measurement

Process Implementation &

Execution

Process Design & Modeling

Process Control & Measurement

Process Implementation &

Execution

Process Design & Modeling

Process Education & Learning

Process Management Knowledge

Process Skills & Expertise

Process Attitudes & Behaviors

Process Values & Beliefs

Responsiveness to Process Change

Process Project & Program Mgmt.

Process Improvement &

Innovation

Process Project & Program Mgmt.

Process Improvement &

Innovation

Process Management

Leaders

Process Collaboration & Communication

Leadership Attention to Process

Process Management Social

Networks

Process Management

Controls

Fa

ctors

Ca

pa

bility

Are

as

Innovathon:

Process Innovation Week

Democratize Innovation:

Yammer Revolution

Open Innovation Drive: Customer Experience

Innovation Gamification

Innovation

LifePlatform

12

Process Works

Banking Process

Innovation