PegaWORLD 2014 Presentation: The 230 Year Journey to Service Excellence at BNY Mellon
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In the post-Financial Crisis world, the business landscape remains a markedly different place. BNY Mellon and other global services companies are being held to a higher standard by clients and investors while new regulatory and competitive hurdles have sprung up. Jeff Kuhn, Co-Head of Client Service Delivery, discusses how one of the world’s largest and oldest investment services and investment management companies has risen to the challenges by retooling processes, enhancing efficiency, improving quality, delivering more value to the marketplace and positioning itself for the next chapter in its history. This presentation was used as part of a keynote speech. You can watch the complete presentation (with full video) at: http://pega.com/resources/pw-2014-video-the-230-year-journey-to-service-excellence-at-bny-mellon?utm_source=ss
Transcript of PegaWORLD 2014 Presentation: The 230 Year Journey to Service Excellence at BNY Mellon
TRANSFORM. ADOPT. FOCUS.
CPI AIMS • Increase Client Satisfaction
• Increase Employee Satisfaction
• Increase Efficiency
• Eliminate Waste
• And Reduce Risk
POWERFUL. TRANSFORMATIVE.
FORTUNE 500, FORTUNE 1000, GLOBAL 500.
FACES. STORIES. INVESTMENTS.
#1#1#1
A GREAT AND LONG HISTORY
PART OF THE SOLUTION
STRONG CAPITAL POSITION
COMPLEXITY AND COST
ADJUSTING TO THE NEW NORMAL
2,OOO COMPANIES, 25 MILLION SHAREHOLDERS
TRANSFORM
>
4 SECONDS, NO MANUAL INTERVENTION
SAVINGS, HIGHER SERVICE QUALITY
FROM MANY TO ONE – A SINGLE INQUIRY PLATFROM
THE NEED TO DO MORE
POCKETS OF EXCELLENCE TO BEST PRACTICES
ACHIEVING SERVICE QUALITY AND PRODUCTIVITY LEADERSHIP
DEFINE, MEASURE, ANALYZE, IMPROVE, CONTROL
DIAGNOSE
DESIGN
IMPLEMENT
CPI IS NOT ONE SIZE FITS ALL
SHOULD WE BE DOING THIS?
WHY ARE WE DOING THIS?
WHO DO WE DO IT FOR?
TWO TEAM APPROACH
A CENTRALIZED TEAM
A DECENTRALIZED TEAM
DATA. DATA. DATA.
DATA. DATA. DATA.
CPI AIMS • Increase Client Satisfaction
• Increase Employee Satisfaction
• Increase Efficiency
• Eliminate Waste
• And Reduce Risk
230 YEARS YOUNG
