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KRUNGSRIBANKProposalofODSolu6on
MM80TheODTConsul6ngProcess:ConsultantRoles&Skills
MasterofManagementinOrganiza6onDevelopment
Noan|Rach|Toungrat|Vinod
NOVEMBER28th,2012
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Agenda
OverviewofSurathnaiBranch ProjectObjec5ves DeliveryPlanofConsultancyService
CompanybackgroundCurrentsitua5onProposedSolu5on
Possibleoutcome
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OverviewofSurathaniBranch
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Objec6vesofProject
Supportbranchmanagertoachievesalestarget
Iden5fyareasofimprovement Defineconceptualframeworkandconsultancyplantosupportsales
growthtarget
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S1Ini6alcoaching
Strategic
communica6on S2
Listening S3
Understanding
OtherPowerto
Convince/Mo6vate
S5
Reinforcing
Feedback
S
ProjectassignmentSharetrend
Productknowledgetes3ng
S4
ProcessRedesignWorkshop
AdvisoryClinic
1Day
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DeliveryPlanofConsultancyService
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1 Entry&Contrac6ng 2 Discovery&Dialogue3 Feedback&DecisiontoAct4 Engagement&Implementa6on5 Extension,RecycleorTerminate
Phase
PETERBLOCKSMODELConsul'ngProcess
7
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PHASE2:Discovery&DialogueCurrentsitua'on
Growingbranch 12,000transac5onsperday BranchKPIshavebeenreached Queuinglineislessthan1minute Goodopera5onalprocess 60%ofcustomersarenon-business
owner Compe55vebusiness Verygoodrela5onshipamongteam
members
Overall
Highjobsa5sfac5on Requireknowledgeofproductsinall
aspectsaswellasvisibilityofKrungsri
bankbusiness
Confortabletoworkinthescopeofwork
Needtounfoldpoten5al
Employee
Strength
Increasecustomersa5sfac5on
todrawmorecustomersto
thebranchisneededinordertoincreasesales
Highcustomersa5sfac5on
andneedtomaintain
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PHASE2:Discovery&DialogueChallenging/Opportunity
STAY
GoodTeamwork
SamegoalTrytoachievethesamegoal
Workinghard
STARTImproveservicequalitySmile/Serverightneed
Improveproductknowledge
Increasemo5va5on
ShiXthemindsettosell
Holis5cviewofothersbankingbusiness
STOPPoor5memanagementofemployeeworkingshiX
SilomindsetThisisnotmyjob
Notupdatethenew
informa5on
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PHASE3:Feedback&DecisiontoActProposetheplan
PreODI
30mul6ratorassessmentresultAreasofmeasurementin
theassessmenttoassess
thepercep5onofbranch
Managerssubordinate,boss
andpeertowardsherare:reinforcingfeedbackstrategiccommunica5on
Powertoconvince/mo5vate
UnderstandothersListening
CollectthedatatowardsSales
revenueandcompare
intermofranking
withotherbranches
aswellasother
bankingbusiness
ODI
Execu6veCoaching6months
AdvisoryClinicRedesignProcess
Workshop:1day
PostODI
30mul6ratorassessmentresultAreasofmeasurementin
theassessmenttoassess
thepercep5onofbranch
Managerssubordinate,boss
andpeertowardsherare:reinforcingfeedbackstrategiccommunica5on
Powertoconvince/mo5vate
UnderstandothersListening
CollectthedatatowardsSales
revenueandcompare
intermofranking
withotherbranches
aswellasother
bankingbusiness 10
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PHASE3:Feedback&DecisiontoActProposetheplan
LongTerm(Target:Manager)Execu6veCoaching6months1-on-1CoachingProjectassignmentOnsiteobserva5on&Feedback
ShortTerm(Target:Mass)QuickWinAdvisoryclinic1Day
Brochure
HeadBanner
Listening
Strategic
communica6on
Reinforcing
Feedback
Understand
other
PowertoConvince/
Mo6vate
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ProgramObjec6veExecu6vecoachingtounderstandthecoreconceptofareastoreinforcethecoacheetoshare/updatethetrendofotherbanksaswellwesharesuccesstobuildmo5va5on
toreinforcethecoacheetochecktheproductknowledgeofthestaffandprovidetofillinknowledgetoprovidethefeedbackforcoacheetogetimprovement
ProgramObjec6veQuickwintofacilitateandunfoldthegroupofpar5cipantstogetsomeideatoenergizethesalestarget
PHASE3:Feedback&DecisiontoActProgramObjec've
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PHASE4:Engagement&Implementa6onAc'vi'esExecu'veCoaching6months
Ini5alCoaching:1hr.(Phone)
OverviewoftheprogramSetgroundruleBrieftheobjec5veandexpectedoutcome
1-on-1Coaching:5sessionsx3hrs
Strategiccommunica5onListeningUnderstandotherPowertoConvince/Mo5vateReinforcingFeedback
Projectassignment
InteractwithtargetgroupUTLandcollectinforma5onascoached
OnsiteObserva5on&
Feedback
2sessionsx1hr
Observethebehaviorandprovide
feedback
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PHASE4:Engagement&Implementa6onAdvisoryClinicRedesignProcessWorkshop:1day
100% 150%ServiceProcess
Redesign
Addingademandtriggeragentintoafront
officeserviceprocessbymaximizing
queuinglinewhilemaintainingqualityof
serviceatcounter
Marke6ngRedesign Crea5ngexperienceofYakMeeNgernDernMaKrungsri(Wanttohavemoney.
CometoKrungsri).Pre-definingfinancial
servicesforeachtargetgroupofthebranch.
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PHASE4:Engagement&Implementa6onRedesignedProcessWorkshopAgenda
SWOTcurrentfrontofficeprocess Understandingofimpactofrolesandresponsibilitytoward
KPIs
Redefini5onofBranchsKPIs Designthenewprocess
Marke5ngtechniquesin21stcentury SWOTcurrentmarke5ngac5vi5es Fieldcompe55on RedesignMarke5ng
Morning
AXernoon
1
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PHASE4:Engagement&Implementa6onImplementa'onPlanExecu'veCoaching6months
Month1 Month2 Month3 Month4 Month5 Month
Week1
Week2
Week3
Week4
Ini5al
Coaching:
1hr.(Phone)
Strategic
Communi-ca5on
3hr.
Listening
3hr.
Project
assignment
Listening
Understand
Other(Basedondata
collected
mo5va5on&value)
3hr.
Powerto
Convince&Mo5vate
(Basedondata
analyzed
mo5va5on&value)
3hr.
Project
assignment(Analyzedatacollected)
Project
assignment(Mappingtoeach
staff)
Reinforcing
Feedback(Basedondata
mapping
mo5va5on&value)
3hr.
Observa5on
1hr
Observa5on
1hr
ProjectCloseDeliverthe
Feedbackbasedon
observa5on
1.hrs
Mondaytalk
-Sharesuccess-Updatetrend-Productknow.tes5ng
Mondaytalk
-Sharesuccess-Updatetrend-Productknow.tes5ng
Mondaytalk
-Sharesuccess-Updatetrend-Productknow.tes5ng
Mondaytalk
-Sharesuccess-Updatetrend-Productknow.tes5ng
Mondaytalk
-Sharesuccess-Updatetrend-Productknow.tes5ng
Mondaytalk
-Sharesuccess-Updatetrend-Productknow.tes5ng
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PHASE5:Extension,RecycleorTerminatePossibleoutcome
Managerknowhowtomakethosecoreconceptsinac5onPercep5onoftheUTLtowardssellingchangeasshowninthe360mul5ratorassessmentresult
Mo5va5onincreaseUTLproductknowledgeincreaseUTLHolis5cviewofothersbankingbusiness
Confidentandrespondtoclientsneedmoreeffec5vely
SALESGROWTH
100%-150%SoSideEnhance
troughcoaching
HardSideEnhance
troughproductproviding
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S1Ini6alcoaching
Strategic
communica6on S2
Listening S3
Understanding
OtherPowerto
Convince/Mo6vate
S5
Reinforcing
Feedback
S
ProjectassignmentSharetrend
Productknowledgetes3ng
S4
ProcessRedesignWorkshop
AdvisoryClinic
1Day
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Back-Up
Corporate
Background
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CorporateBackground
EstablishedonJanuary27,194 ListedontheStockExchangeofThailandin1977 ThefiXhlargestbankinThailandintermsofloansand
deposits
Afullrangeofbankingservicestobothcommercialandindividualcustomers.
FactSheet:hps://www.krungsri.com/imgUpload/file/pdf/FactSheet3Q12EUnreviewed.pdf
Ref:hps://www.krungsri.com/en/about-us-lis5ng.aspx?cid=44 20
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CorporateVision&Value
OneKRUNGSRI:Oneteamofemployeesadvoca6ngourproductsand
services,dedicatedtobecomingourcustomers'numberOnepreferred
Bank"
Vision
Integrity TeamSpirit CustomerCentricity PassionforExcellence EmbracingChanges
CoreValue
Ref:hps://www.krungsri.com/en/about-us-lis5ng.aspx?cid=42
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ServicePorolio
PersonalBanking
DepositProducts
InvestmentProducts
LoanProducts
CardProducts
KRUNGSRIBancassuranceLifeKRUNGSRIe-Channels
BankingServices
ExclusiveBanking
KrungsriExclusive
KrungsriExclusiveProductsandServices
KrungsriExclusivePrivileges
KrungsriExclusivePromo5onsandAc5vi5es
KrungsriExclusiveInvestmentInsightsKrungsriExclusiveCenters
CorporateBanking
DepositProductsCorporateLoan
TreasuryProducts
TradeServices
CashManagement
InvestmentProducts
Securi5esServices
BankingServices
SMEBanking
AutoLoanCardProducts
FundManagement
BROKERAGE
KRUNGSRIProperty
Subsidiaries
hps://www.krungsri.com/en/index.aspxRef: 22
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Organiza6onChart
Ref:hps://www.krungsri.com/en/about-us-lis5ng.aspx?cid=1
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MM19forMM80
Group1TeamMember
VinodKumarSingh
551-9339
ToungratSrinoot
551-9334
NoanHarn
551-9330
RachWongwisidth551-9109
24
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