THE PROBLEM One of Australia’s Largest Mutual Banks Customer Experience differentiation being eroded by the “Big banks” Rising costs eroding profitability

THE CHALLENGES No expertise in business process improvement No frameworks or methodologies in place No understanding of process costs Limited understanding of customer experience

1. UNDERSTAND KEY ISSUES Depth Interviews with C-suite, Executive Teams, Managers & Operational Staff Organisation wide Process & Procedural Maturity Survey Explain our role

2. UNDERSTAND PROCESS MATURITY Now 5 Years *CMMI® is registered in the U.S. Patent and Trademark Office by Carnegie Mellon University ROADMAP

3. DESIGN “APPROPRIATE” FRAMEWORK

4. DEFINE KEY MESSAGES & COMMUNICATE Defined 5 key messages to encapsulate “the why” Created Change management plans Built & implemented communications strategy

5. EDUCATE Education sessions for C- Suite / Executive Team 40 Staff Trained in Process Transformation Method Reinforce the why Create “viral” BPI!

6. IMPROVE Targeted Processes: Customer Onboarding Customer Identification Home Loans Personal Loans Credit / Debit Cards Payments Average 68% of Process Tasks ELIMINATED Average 24% of Process Tasks IMPROVED Average 8% of Process Tasks Unchanged = $3m per annum savings (7 processes) = Significant Customer Experience Benefits

5. ROADMAP Quick Wins for immediate implementation (15-20% of identified improvements) Establishment of process standards Creation of a centralised process repository Establishment of process ownership Process Automation – BPMS Establishment of Process Centre of excellence “Core” business process improvement “Support” business process improvement

LESSONS Quick Wins aren’t always quick. Don’t be afraid to aim higher from the start. The do-ers are the key to process improvement. Process ownership is great, but you may have to tear up the org chart to achieve it. Your Process Centre of Excellence isn’t an island. Work hard to integrate. With everything. Embrace incremental transformation. Big bang can equal big mistake. Efficiency alone isn’t the answer. Customer Experience + Efficiency improvement = secret sauce.

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