1. © 2000 MphasiS. All rights reserved 1 Case Study: e-Commerce Strategy of a Bank Analysis and Recommendations Template

2. © 2000 MphasiS. All rights reserved 2 Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

3. © 2000 MphasiS. All rights reserved 3 Business opportunity –should briefly discuss a unique market opportunity Business strategy –Customer centric? –Product Driven? –How it is going to be achieved? Executive SummarySummary(1)

4. © 2000 MphasiS. All rights reserved 4 Business structure –how many businesses and products are going to be under a new structure and how? Technology strategy –explain how business strategy will translate into technology needs and requirements –what is the roadmap to implement the desired state of technology? Key technology deliverables Implementation strategy Implementation Schedule Executive SummarySummary(2)

5. © 2000 MphasiS. All rights reserved 5 1.Business risks 2.Technical risks Organisational risks Risk mitigation strategy Risk AssessmentExecutive Summary

6. © 2000 MphasiS. All rights reserved 6 Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

7. © 2000 MphasiS. All rights reserved 7 Key Competitors: a.Financial Industry b.Internet space - portals These could be potential partners as well c.Others - retailers? SWOT Analysis Business StrategyEnvironment Analysis

8. © 2000 MphasiS. All rights reserved 8 Targeted Segments of Interest/ Customer Profiling: Rich, Traditional, Investment Savvy Segment? Young, Ambitious, Tech Savvy? Young, Low Income Material Seekers? Target Segment Business Strategy

9. © 2000 MphasiS. All rights reserved 9 Commonalities across Target Segments –Need for innovative products and services? –Higher comfort levels with the Net? Recommended Positioning Statement Use a new brand or the existing brand? Positioning Business Strategy

10. © 2000 MphasiS. All rights reserved 10 Image Service Objectives Pricing strategy Customer Relationship Strategy Market segmentation strategy Economies of scale opportunities to lower the cost base The cost of the branch network? Value Proposition Business Strategy

11. © 2000 MphasiS. All rights reserved 11 Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

12. © 2000 MphasiS. All rights reserved 12 Based on the business strategy, high level technology requirements should be derived: Customer Relationships –multi touch points –Call centre? –Mobile? –Internet? –Branches? Infrastructure –Flexible –Fast –Secure –Scalable / open-ended Technology StrategyTechnology Requirements

13. © 2000 MphasiS. All rights reserved 13 Technology Strategy Internet Branch Call Center Kiosks E-Mail Reporting Tools External Feeds Data Warehousing Content Manager Personalization Transaction Manager HOST Rules Engine Transaction Apps DSAs Customer Profiling PortalPortal Single Sign On Mobile Complaint Contact Sales/ Marketing Campaign HOST Technology Architecture

14. © 2000 MphasiS. All rights reserved 14 Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

15. © 2000 MphasiS. All rights reserved 15 Define stages of implementation Deliverables in each stage Dependencies Trade-off involved with Build Vs Buy Staged Implementation

16. © 2000 MphasiS. All rights reserved 16 Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

17. © 2000 MphasiS. All rights reserved 17 Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

18. © 2000 MphasiS. All rights reserved 18 Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

19. © 2000 MphasiS. All rights reserved 19 StructureProject Organization Project Management Organization Distribution Content/Logic & Presentation ProductInfrastructure Systems Management Mobile E-Mail Portal Call Centre Credit Cards Loans Kiosks Data Warehouse Mortgages CRM Content Manager Single Sign On Personalization Middle Layer Savings Executive Committee Program Office Audit, QA Network & Hardware Host Branding Work Flow