Leading Indian Bank Transformation Project

Mission : Zero Unhappiness

Mission All complaints to be resolved with root fix Complaints Get it right first time. Call up a customer if error is noticed Transactions Ensure First Contact Resolution Contacts Close SR Within TAT Good Closure Quality Service Requests Root Cause Analysis & Review Reduce Service Failure Flow Delivery Failure

Transformation : Results

Results- Service Failure Reduction

Results- Cost Saving Through Failure Reduction

Results- Deposits Service Failures

Results- Credit Card Service Failures

Results - Home Loan Service Failures

Results- Consumer Loan Service Failures

Results - Service Failures as % of Transactions

Results – Quality of Request Handling

Results-Customer Feedback Scores

Results:Written Complaints to Bank

SWIFT – in Full Flight Cumulative number of new joinees % of new joinees trained Back

Service Pyramid- Deposits Customer Base Transactions Service Failures Service Requests Contacts Complaints April 2004 143 23,806 127,314 8,517,004 33,570,703 6,323,798 Mar 2005 109 9,339 141,102 10,475,085 29,023,306 7,548,780 Up/ Drop 24% DROP 61% DROP 11% UP 26% UP 13% DROP 19% UP

Service Pyramid- Credit Card Customer Base Transactions Service Failures Service Requests Contacts Complaints April 2004 4,987 29,730 54,455 614,985 6,626,758 2,151,982 Mar 2005 2,704 10,368 104,346 905,739 9,297,300 3,079,637 Up/ Drop 46% DROP 65% DROP 92% UP 47% UP 40% UP 43% UP

Service Pyramid-Consumer Loans Customer Base Transactions Service Failure Service Requests Contacts Complaints April 2004 180 6,744 50,488 106,881 1,690,064 1,277,860 Mar 2005 32 1,479 38,969 201,703 2,074,022 2,026,242 Up/ Drop 82% DROP 78 % DROP 23% DROP 89% UP 23%UP 59% UP

Service Pyramid-Home Loans Customer Base Transactions Service Failure Service Requests Contacts Complaints April 2004 28 10,019 22,421 56,970 1,338,367 505,000 Mar 2005 15 1,772 33,378 160,008 1,072,098 623,417 Up/ Drop 46% DROP 82%DROP 49% UP 181% UP 20% DROP 23% UP

Transformation Methodology

Transformation Process Root Cause Analysis & Improvement Plan Fulfilling Wish List & Challenging Possibilities Budgeting & Stretch Targets Strengthening & Empowering Front End Continuous Review & Management Control Systems

Transformation Control System Budget for Key Metrics for Mar 05 Daily Measurement of Metrics:Alarm Express Daily Review & Course Correction Weekly comparison of Budget vs. Actual Root Cause Analysis Fortnightly Review Zero Unhappiness Scorecard & RCA Improvement Implementation Plan Senior Management Junior & Middle Management Planning Control Analysis & Review Focus on Short Interval Measurement, Analysis &Review

Transformation : Product Wise Cases Root Cause Analysis & Improvement Plan Fulfilling Wish List & Challenging Possibilities Budgeting & Stretch Targets Strengthening & Empowering Front End Continuous Review & Management Control Systems Deposits- Central Ops RCA Credit Card Ops RCA Asset Loans Ops RCA Deposits Branches Initiatives Phone Banking Initiatives

Caselet Deposits: Deliverables Not Received

Deposits : Deliverables Not Received Apart from wrong creation, dispatch/delivery related issues needed focus Back

Deposits : Deliverables Not Received Back

Caselet Deposits: Cheque Deposited Not Credited

Deposits: Cheque Deposited Not Credited Back

Caselet Credit Card: Card Not Received

Credit Card:Card Not Received Back

Caselet Credit Card: Cheque/Cash Not Credited

Credit Card: Cheque/Cash Deposited Not Service Credited Back

Asset Loans Caselets

Phone Banking Caselets

Phone Banking Initiatives-Quality Back

Phone Banking Initiatives- IVR Usage Back

Branch Banking Caselets

Branches Initiatives :Service Failures/ Customer IDs Back 1.3 .07

Branch Initiatives- Quality Back

Thank You