Showing posts with label Global Business Growth Strategies. Show all posts
Showing posts with label Global Business Growth Strategies. Show all posts

Finding The Most Effective Business Strategy Style

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By M. Isi Eromosele

Strategy usually begins with an assessment of your industry. Your choice of strategic style should begin there as well.

Although many industry factors will play into the strategy you actually formulate, you can narrow down your options by considering just two critical factors: predictability (How far into the future and how accurately can you confidently forecast demand, corporate performance, competitive dynamics, and market expectations and malleability (To what extent can you or your competitors influence those factors?).

There are   four broad strategic styles: classical, adaptive, shaping and visionary.

Classical
When you operate in an industry whose environment is predictable but hard for your company to change, a classical strategic style has the best chance of success. This is the style familiar to most managers.
A company sets a goal, targeting the most favorable market position it can attain by capitalizing on its particular capabilities and resources and then tries to build and fortify that position through orderly, successive rounds of planning, using quantitative predictive methods that allow it to project well into the future.
Once such plans are set, they tend to stay in place for several years. Classical strategic planning can work well as a stand-alone function because it requires special analytic and quantitative skills and things move slowly enough to allow for information to pass between departments.
Adaptive
This style is effective where global competition, technological innovation; social feedback loops and economic uncertainty combine to make the environment radically and persistently unpredictable. In such an environment, a carefully crafted classical strategy may become obsolete within months or even weeks.
Companies in this situation need a more adaptive approach, where they can constantly refine goals and tactics and shift, acquire or divest resources smoothly and promptly.
In such a fast-moving, reactive environment, where predictions are likely to be wrong and long-term plans are essentially useless, the goal cannot be to optimize efficiency. Rather, it must be to engineer flexibility.
Accordingly, planning cycles may shrink to less than a year or even become continual. Plans take the form not of carefully specified blueprints but of rough hypotheses based on the best available data. In testing them out, strategy must be tightly linked with or embedded in operations, to best capture change signals and minimize information loss and time lags.
Specialty fashion retailing is a good example of this. Tastes change quickly. Brands become hot (or not) overnight. No amount of data or planning will grant fashion executives the luxury of knowing far in advance what to make.
So their best bet is to set up their organizations to continually produce, roll out and test a variety of products as fast as they can, constantly adapting production in light of new learning.


Shaping 
In new or young high-growth industries where barriers to entry are low, innovation rates are high, demand is very hard to predict and the relative positions of competitors are in flux, a company can often radically shift the course of industry development through some innovative move.
A mature industry that’s similarly fragmented and not dominated by a few powerful incumbents or is stagnant and ripe for disruption, is also likely to be similarly malleable.
In such an environment, a company employing a classical or even an adaptive strategy to find the best possible market position runs the risk of selling itself short, being overrun by events and missing opportunities to control its own fate.
It would do better to employ a strategy in which the goal is to shape the unpredictable environment to its own advantage before someone else does so that it benefits no matter how things play out.
Like an adaptive strategy, a shaping strategy embraces short or continual planning cycles. Flexibility is paramount, little reliance is placed on elaborate prediction mechanisms, and the strategy is most commonly implemented as a portfolio of experiments.
But unlike adapters, shapers focus beyond the boundaries of their own company, often by rallying a formidable ecosystem of customers, suppliers, and/or complementors to their cause by defining attractive new markets, standards, technology platforms and business practices. They propagate these through marketing, lobbying and savvy partnerships.
In the early stages of the digital revolution, Internet software companies frequently used shaping strategies to create new communities, standards, and platforms that became the foundations for new markets and businesses.
Visionary 
Sometimes, not only does a company have the power to shape the future, but it’s possible to know that future and to predict the path to realizing it. Those times call for bold strategies, the kind entrepreneurs use to create entirely new market or corporate leaders use to revitalize a company with a wholly new vision. These are the big bets, the build-it-and-they-will-come strategies.
Like a shaping strategist, the visionary considers the environment not as a given but as something that can be molded to advantage. Even so, the visionary style has more in common with a classical than with an adaptive approach.
Because the goal is clear, strategists can take deliberate steps to reach it without having to keep many options open. It’s more important for them to take the time and care they need to marshal resources, plan thoroughly and implement correctly so that the vision doesn’t fall victim to poor execution.
Visionary strategists must have the courage to stay the course and the will to commit the necessary resources.
Avoiding The Traps

Understanding how different the various approaches are and in which environment each best applies can go a long way toward correcting mismatches between strategic style and business environment. But as strategists think through the implications of the framework, they need to avoid three traps.

Misplaced confidence 
You can’t choose the right strategic style unless you accurately judge how predictable and malleable your market environment is. However, when company executives’ compare their perceptions with objective measures of their actual environments, there is a common tendency to overestimate both factors.
In a recent survey, nearly half the executives believe they could control uncertainty in the business environment through their own actions. More than 80 percent said that achieving goals depended on their own actions more than on things they could not control.
Unexamined Habits 
Many executives recognize the importance of building adaptive capabilities required to address unpredictable environments but few are sufficiently competent in them. In part that’s because many executives learned only the classical style through experience or at business school.
In practice, most company executives begin their strategic planning by articulating a goal and then analyzing how best to get there. What’s more, many of them value accuracy over speed of decisions, even when they are well aware that their environment is fast-moving and unpredictable.
As a result, a lot of time is being wasted making untenable predictions when a faster, more iterative and more experimental approach would be more effective. Executives are also closely attuned to quarterly and annual financial reporting, which heavily influences their strategic-planning cycles.
Many of them develop strategic plans on an annual basis, regardless of the actual pace of change in their business environments or even what they perceive it to be.
Culture Mismatches 
Avoiding some of these traps can be straightforward once the differing requirements of the four strategic styles are understood. Simply being aware that adaptive planning horizons don’t necessarily correlate well with the rhythms of financial markets, for instance, might go a long way toward eliminating ingrained planning habits.
Similarly, understanding that the point of shaping and visionary strategies is to change the game rather than to optimize your position in the market may be all that’s needed to avoid starting with the wrong approach.
Operating In Many Modes

Matching your company’s strategic style to the predictability and malleability of your industry should align overall strategy with the broad economic conditions in which the company operates.
Various company units may well operate in differing subsidiary or geographic markets that are more or less predictable and malleable than the industry at large. Strategists in these units and markets can use the same process to select the most effective style for their particular environment.
A company moving into a different stage of its life cycle may well require a shift in strategic style. Environments for start-ups tend to be malleable, calling for visionary or shaping strategies.
In a company’s growth and maturity phases, when the environment is less malleable, adaptive or classical styles are often best. For companies in a declining phase, the environment becomes more malleable again, generating opportunities for disruption and rejuvenation through either a shaping or a visionary strategy.
Once you have correctly analyzed your environment, not only for the business as a whole but for each of your functions, divisions, and geographic markets, identify which strategic styles should be used.
Correct your own biases and take steps to prime your company’s culture so that the appropriate styles can applied successfully. You will need to monitor your environment and be prepared to adjust as conditions change over time.
Companies that continually match their strategic styles to their situation will enjoy a tremendous advantage over those that don’t.

M. Isi Eromosele is the President | Chief Executive Officer | Executive Creative Director of Oseme Group - Oseme Creative | Oseme Consulting | Oseme Finance
Copyright Control © 2012 Oseme Group

Technology Implications of Bank Modernization

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By M. Isi Eromosele

Many banks still have their products, channels and lines of business in silos or they are only partially integrated. Non-integrated systems prevent banks from having a critical enterprise-wide view and cripple organization-wide efforts to improve customer experience; nor do they allow banks to adequately monitor operational activities.

Banks need to introduce applications that are service-oriented and standards based. Service-oriented applications are easier to integrate with other applications. Standards define how applications and the underlying technology work and operate with each other.

Proprietary technology, by contrast, locks the purchaser into a particular vendor and product. It also increases the cost of introducing new systems, integrating them into existing applications and maintaining them.

There are five areas of banking operations where it is essential for banks to review their technology assets to ensure they are up to date and fit for purpose. These are:

  • Attracting and engaging customers
  • Managing risk
  • Transforming business operations
  • Optimizing operational efficiency
  • Simplifying IT infrastructure



Attracting And Engaging Customers

So what role does software have in facilitating the modernization of operations that will help banks attract and engage customers?

There are five software categories:

  • Core banking, for managing customer accounts and their financial transactions.
  • Direct banking, for providing internet and mobile banking.
  • Data management, for collecting, managing, storing and retrieving data, including scanned paper documents.
  • Business intelligence and analytics, for analyzing data, often in real-time, to deliver intuitive, role-based intelligence throughout the organization for fast decision-making. With the power of analytics, banks can understand and manage their risk-adjusted performance objectives and lower the costs of regulatory compliance; they can also analyze profitability across all levels of the organizations.
  • Customer relationship management (CRM), for managing relationships across all channels and customer touch-points. CRM software is designed to increase customer satisfaction and retention, increase sales and expand relationships by providing a high quality of service. It can be installed on bank systems, or accessed “on demand” from cloud computers.

I shall elaborate on two of these: Core Banking and CRM.

Core Banking

At the heart of customer relationships is core banking software, which manages customer accounts and financial transactions. Core retail banking software holds basic customer data such as name, address, age; maintains links between accounts and customers, ideally providing a single view of the customer.

Additionally, it provides routine maintenance activities, such as opening and closing accounts, processing deposits and withdrawals, calculating interest, processing direct debits, and making and receiving payments; and runs the bank’s general ledger showing, among other things, the cost of staff and premises, income and customers’ balances.

The legacy systems that most banks use are typically account-centric, with customers’ individual accounts grouped by product type, instead of customer-centric, grouped by customer. Account-centric systems provide a fragmented, incomplete and often inaccurate portrait of customer accounts.

These systems prevent banks from getting a complete, 360-degree view of the customer, which is essential for up-sell and cross-sell success. These decades-old legacy core systems are inflexible and each time a bank wants to launch a new product, they must hard-code the system, which can take 12 months or more.

Such closed systems render product development and management activities cumbersome and slow. These outdated systems prevent financial institutions from offering targeted and differentiated products on a timely basis.

In a day and age when it is essential for companies to quickly launch targeted products in order to remain competitive, outdated systems hold banks back. Banks that cannot swiftly bring the right product and service to market will be left behind in today’s highly competitive business environment. Banks need agile technology that will enable them to bring products to market quickly.

By contrast, customer-centric systems enable banks to strategically target products and services to each individual based on what he has, what he needs and what he lacks.

Core banking software can be tailored to suit any banking segment: direct, wholesale, treasury, commercial and private banking. It also offers a much wider range of features and benefits than earlier versions.

Customer Relationship Management

When Customer Relationship Management (CRM) applications were first introduced in the 1990s, many failed to live up to expectations. Software developers and banks have since collaborated closely to iron out the problems to make today’s offerings much more relevant, reliable and useful.

If a bank’s customer management software does not offer the features and benefits listed below, it is time to renew it:

  • Manage relationships across all channels and, ideally, all business units: for example, branches, contact centers and online, and across retail banking, wealth management, SME and other units.
  • Increase sales of products and services to existing customers through cross-selling and up-selling.
  • Assist in customer acquisition
  • Maximize customer profitability.
  • Retain customers.
  • Be easily integrated with other applications and databases.
  • Follow standard industry processes.

M. Isi Eromosele is the President | Chief Executive Officer | Executive Creative Director of Oseme Group - Oseme Creative | Oseme Consulting | Oseme Finance
Copyright Control © 2012 Oseme Group

Optimizing Operational Efficiency In Global Banking

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By M. Isi Eromosele

It is imperative that the business operations of financial institutions must be updated and standardized, with the latest applications deployed. Subsequently, operational efficiency needs to be looked at and optimized.

Scope for improvement should be sought in all areas, including enterprise resource planning, financial planning, customer relationship management, supply chain management and human resources. Greater efficiency will improve employee productivity and reduce costs.

Supply Chain Management

Physical supply chains with suppliers and distributors change over time and become stressed during periods of price volatility, fluctuating demand and slow economic growth. With the right supply chain management software, however, companies can build and operate world class value chains to cope with these stresses and strains and generate profitable growth.

Such software will integrate and automate all key supply chain processes, from design, planning and procurement through to manufacturing and delivery. It will allow them to anticipate market requirements and risks, adapt and innovate to respond to volatile market conditions and align operations across international networks.

A unified data model will provide a single, accurate view of a bank’s entire supply chain and enable them to implement lean, demand-driven principle and manage complex global supply chains.




Human Resources Management

All people-related activities including hiring, salaries, communications, training and development, redundancy and dismissal need to be managed, preferably from a central hub. Sophisticated human resources management software will be able to handle all of this. It will:

  • Automate key processes and workflows to speed up recruitment, budgeting, pay, performance, training and more
  • Provide a single view of staff through a global HR database, including addresses, banking details and other information
  • Manage remuneration, allowing the bank to attract and retain the right people with the right combination of salary and benefits
  • Locate and manage talent globally. This will include hiring and training the most talented people available
  • Integrate business intelligence with HR management, thereby aligning the workforce with corporate objectives

Simplifying Technology Infrastructure

Technology plays a vital underpinning role in virtually every aspect of banking operations. But it is inherently complex and if it is allowed to get too complicated, its efficiency and effectiveness is likely to suffer, with serious knock-down effects for operational and business efficiency.

The problems are many and varied: too many diverse systems and applications acquired over time often as a result of mergers and acquisitions; inefficient legacy applications and systems that possibly should have been retired years previously and rigid infrastructures. All of this leads to reduced system performance, rising costs and higher error rates.

Technology complexity therefore needs to be carefully managed by the Chief Information Officer and his team in terms of both infrastructure and applications. Simplifying the infrastructure, for example will necessitate reviewing the following:

  • Service-oriented architecture (SOA), which links disparate applications across many different business lines and functions, thereby centralizing and improving process efficiency.
  • Middleware, which is also used to integrate disparate applications across the organization.
  • Database machines, which provide extreme performance for both data storage and online transaction processing applications.
  • Servers and storage systems, which deliver mission-critical, process performance and storage capabilities.
  • Cloud computing, which delivers information and services over the internet from an external provider’s hardware and software.

Service-Oriented Architecture (SOA)

Integrated applications and centralized processing are essential for modern, efficient banking. To achieve these technological and operational goals, SOA is essential. SOA will interoperate with all parts of the technology architecture to integrate all business applications, moving them on to a common service bus and a common workflow engine.

The key benefits will include:

  • Integrating and standardizing all applications in a short space of time.
  • Centralizing and improving process efficiency
  • Reducing costs
  • Increasing scalability
  • Improving visibility
  • Enhancing security

Call To Action

When banks embark on any kind of modernization program, they need to review their technology and make sure it is fit for purpose. Where it is not fit for purpose, it needs to be re-purposed and upgraded.

Where existing systems and applications are deemed to be still useful and are left in place, their suitability and effectiveness must be monitored regularly.

There are many different possibilities available to banks in terms of new strategies and operating models. But a modernization program will only be truly successful if the technology implications are fully understood and best-in-breed applications and infrastructure are deployed.

M. Isi Eromosele is the President | Chief Executive Officer | Executive Creative Director of Oseme Group - Oseme Creative | Oseme Consulting | Oseme Finance
Copyright Control © 2012 Oseme Group

Transforming Business Operations In Global Banking

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By M. Isi Eromosele

Transforming and standardizing business processes is, of course, central to any operating model modernization project. All manual processes that remain should be reviewed and automated if possible; and all automated processes should be reviewed and standardized.

Straight-through processing should be the objective where achievable. There are three broad categories of software that can help banks transform their operations:

  • Core banking, for managing customer accounts and their financial transactions.
  • Customer service, for making it possible for to provide a seamless service.
  • Revenue management and billing, for improving the billing of corporate and retail customers and avoiding “revenue leakage” (i.e. failing to bill accurately, on time, or at all, for services provided).

Core Banking

Core banking software can be tailored to suit any banking segment: direct, Islamic, wholesale, treasury, commercial and private banking. It also offers a much wider range of features and benefits than earlier versions, so it is important that banks check whether their software provides or can do the following:

  • Straight-through-processing 24 hours a day, seven days a week of large transaction volumes to reduce cost and increase speed and efficiency
  • Online validations
  • Automated exceptions handling to reduce cost and increase efficiency.
  • A highly secure data management system that complies with regulatory requirements and can be integrated easily with third-party solutions
  • An application architecture that uses Business Process Execution Language (BPEL) for business processes, is service-oriented (i.e. Service Oriented Architecture) and is web-services based.
  • Works on multiple delivery channels, including branches, ATMs, point-of-sale terminals, call centers, mobiles and internet banking
  • An XML web-based user interface with context-sensitive help.
  • Can be easily integrated with existing systems using flexible Java Platform, Enterprise Edition technology.
  • Operational risk controls, including limits, collateral and non-performing assets



Customer Service

Contact center and branch staff can do a more efficient job if they use the latest customer service software, as it will make them an integral part of the bank’s total sales, marketing and service delivery strategy. It will help them to handle service, support and sales seamlessly across all communications channels, thereby improving service delivery while lowering costs.

The latest contact center software should include the following features:

  • A 360-degree view of the customer relationship to enable more relevant and targeted sales offers and improved customer experiences.
  • Computer telephony integration (CTI) to identify customers before conversations begin and provide instant customer record screens to agents.
  • A customer dashboard to present a comprehensive view of critical customer information.
  • A contact management module to provide complete histories of all customer interactions.
  • A household management module to provide complete profiles of economically affiliated individuals.
  • A contextual search feature to retrieve information from anywhere in the application.
  • Workflow management, to route and track tasks throughout their life cycles.
  • Integrated email management to respond automatically to customer emails without staff intervention
  • Contact centre and service analytics to provide pre-built dashboards and ad hoc analysis that are personalized, relevant, and easy to use.

 Similarly, the best branch teller software should offer some of the above, where relevant, plus:

  • Comprehensive branch teller functionality to provide transactional functionality, operational control and actionable customer information, including a complete set of teller and supervisor transactions and a full set of support services
  • Streamlined transaction processing via an easy-to-use interface with keyboard short cuts and accelerator keys, pre-built integration with peripherals and devices and pre-filled, authenticated, and automatic transaction processing where appropriate.
  • Improved operational efficiencies driven by centralizing business processes and operational information that traditionally exists in each branch server, such as electronic journal, cash management, user administration and fee management.
  • Targeted and effective teller referrals, to maximize cross-selling opportunities through targeted actionable offers and alerts supporting intelligent referral-follow-up routed in real-time to a branch sales agent.
  • Actionable business intelligence, through campaign and sales effectiveness reports, analysis, predictive modeling and alerts
  • Advanced J2EE technology to create open standards lowering costs and improving IT responsiveness.


Revenue Management And Billing

Revenue leakage is a persistent problem that is hard to fix. It is caused by a bank’s failure to correctly charge customers, either by quoting a too-low price in the first place, by invoicing for a lower amount once the job is done, by failing to chase outstanding invoices or by failing to invoice at all.

Those leakage points need to be identified, quantified and stopped. Software exists to do that.

A best-in-class application will include tools that provide a robust platform with the flexibility necessary to serve as an enterprise billing application for services across lines of business.

With these tools a bank will be able to: increase revenue and cash flow, create auditable consolidated customer bills across multiple lines of business, support complex pricing agreements, manage high-volume billing cycles, implement rules-based collections, automate the investigation of billing variances, perform quick bill reconciliation and reduce manual processing, and offer multilingual and multicurrency support.

The application should also be scalable, so that new products and services can be added to customer contracts, high volumes of invoices can be processed for major customers and marketing campaigns can be integrated with billing.

The potential benefits are numerous:

  • Reduced revenue leakage: banks should be able to find unbilled revenue, bill according to contract terms, eliminate billing errors, and assess late fees.
  • Increased account penetration: the bank will be able to cross and up-sell new products with competitive pricing.
  • Additional customer revenue: it will allow the quick introduction of new products and repricing of existing products.
  • Lower operating expenses: billing can be consolidated into a single enterprise class billing solution.
  • Enhanced customer satisfaction, because customers have access to their account balances and transaction histories.
M. Isi Eromosele is the President | Chief Executive Officer | Executive Creative Director of Oseme Group - Oseme Creative | Oseme Consulting | Oseme Finance

Copyright Control © 2012 Oseme Group

The Need to Update Operating Models In Global Banking

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By M. Isi Eromosele

Banks will have to change their operating models as a strategy and without an effective and relevant means of execution that will be sub-optimal or fail. Both front and back office operations need to be fit for purpose.

Branches, contact centers, corporate banking offices, online banking portals and the staff, processes and systems behind them that worked well for one set of business objectives are unlikely to be fully suited to a new set.

Similarly, back office functions which include credit checking, research, analysis, marketing, human resources, finance and so on that were designed to support yesterday’s business activities will not be wholesomely right for tomorrow’s.

Front and back office operations therefore need to be modernized to make them more relevant and effective. As such, banks need to:

  • Review all operational processes and technology systems and software
  • Simplify and integrate organizational structures
  • Improve business performance management
  • Enhance customer service
  • Increase the speed and effectiveness of product manufacture
  • Widen and deepen distribution channels
  • Re-evaluate outsourcing policies

Banks have been using specific applications to address some of the above issues, but the costs of integrating and maintaining these applications is high and there is often no business benefit. The applications often require specialized skills and more than one support group to keep them functional and updated.




Review All Operational And Technology Systems

We live in a digital age, but many processes are still carried out manually. This needs to change as many processes as possible need to be automated and standardized, with straight-through-processing being the objective. Processes also need to be made more customer-centric and less product-centric.

Identifying which operations are in need of modernization can be a lengthy task, but an analysis of complaints from the business lines and central function units about delays, errors and shortcomings will highlight which processes require immediate attention.

All business units need the right technology support, but expense is an inhibitor and market and regulatory changes are additional complicating factors. Banks that have undergone mergers have particular problems in integrating disparate systems into one “ready-for-the-future” system.

There are two key stages in technology modernization: the first is to integrate the legacy systems and software; the second is to devise new technology architectures, buy in or create new software and embrace innovations such as cloud computing.

Simplify And Integrate Organizational Structures

As banks evolve and grow, they do so as a group of separate business units and operating companies, with each unit or company collecting, analyzing and using their own data. This separate development leads to inefficiency.

Organizational and management structures therefore need to be reviewed, simplified and integrated, because to do so will improve operational efficiency. This simplification process may involve selling or merging subsidiary companies, especially where a bank has grown through acquiring other banks.

Improve Business Performance Management

Business Performance Management (BPM) is a well tested methodology for managing and measuring the performance of executives. Its objective is to optimize the efficiency of business units, staff, finance, equipment and materials.

It does this by collecting and analyzing data from various sources to improve business processes such as planning, forecasting and budgeting and then measures any increase in efficiency using a set of key performance indicators (KPIs).

The problem is that many BPM frameworks have been in place for years. They have become hard-wired into technology solutions, which limit their flexibility to respond to changing expectations.

Banks therefore need to review and improve their BPM frameworks as part of their modernization project and separate their processes from the application codes. This will make the frameworks more relevant to the business, and help banks increase their competitiveness and reduce their operating costs.

Enhance Customer Service

Providing the best possible customer service is an obvious component of any strategy, in all banking sectors such as retail, investment, corporate, wealth management and so on, but the mechanics of how that is actually achieved are not always so obvious.

If you are a retail banker your run your bank as if it were a shop. Retail evolved to give customers what they want. Banks, with some exceptions, have not. Consumers want to be able to shop when, where and how they choose: in store, by phone or online from early
till late; seven days a week. Banks need to accommodate this customer desire.

Investment banks also need to consider the overall client experience, across all aspects of service delivery and all stages of the client lifecycle such as sales, service and relationship management.

Rich client management information is required at every stage of the client lifecycle and at every stage of the sales process. A single view of the customer is the goal to aim for across all lines of business. When a bank has such a view, it is able to offer better service and relationship-based pricing that takes account of the customer’s overall value to the bank.

Widen And Deepen Distribution Channels

When new delivery channels were created to complement branches, first ATMs, then telephone banking, online banking, self-service kiosks and mobile banking, many believed that branches were in terminal decline around the world.

Four or five years ago that decline was largely halted and in many cases reversed as banks realized the value of face-to-face contact and a high profile brand presence.
Today, the typical delivery model is multi-channel. All channels are valued and used as part of an integrated distribution strategy.

This approach is not without its operational difficulties. The multi-product, multi-channel environment of retail banks today presents a number of challenges. The first is an unfocused approach to delivering products and services to the market.

Banks can easily fall into the 3E trap of trying to be Everything to Everyone, Everywhere. Another challenge is the difficulty of integrating channels so that customers can enjoy a seamless experience as they move from channel to channel.

These challenges can be overcome, though, if the channels incorporate customer segmentation and profiling, so that the right product is directed to the right customer through the right channel.

M. Isi Eromosele is the President | Chief Executive Officer | Executive Creative Director of Oseme Group - Oseme Creative | Oseme Consulting | Oseme Finance
Copyright Control © 2012 Oseme Group

The Modernization Challenges Facing Banks

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By M. Isi Eromosele

The challenges that banks face today are of the highest order. Sovereign debt crises are destabilizing financial markets and the global economy. Much of the developed world is experiencing sluggish economic growth, with rising inflation and unemployment. Capital and liquidity are still not so easy to access and manage. Politicians and regulators are writing new financial regulations at a rapid rate.

Competition among financial institutions is as tough as ever. Customers are more knowledgeable and demanding. New products have to be developed, tested and launched. Delivery channels are more varied and complex.

Faced with such an array of challenges, banks need to modernize their business operating models and their technology components if they are to benefit fully from the next period of growth.

Indeed, if they do not so, they are likely to fail, not necessarily in the sense of going into liquidation, but in the sense of failing to satisfy customers, failing to maintain revenues and profits and most important of all, failing to please shareholders.

Generating Revenues And Profit

The most fundamental challenge for banks is to generate strong revenues and healthy profits. This is no easy task in the current difficult economic conditions that prevail in certain parts of the world, especially in Europe, where the sovereign debt crisis continues and where banks still face high credit risks.

Generating good revenues and profits in uncertain times is only part of the story. Most banks have ambitious expansion strategies for domestic and foreign markets, which they hope will bear fruit once economic conditions get better.

Emerging markets present the best opportunities, not just the populous, relatively sophisticated BRIC countries of Brazil, Russia, India and China, but also the smaller nations of Colombia, Indonesia, Nigeria, Vietnam, Egypt, Turkey and South Africa.




Being Customer Centered

In the aftermath of the financial crisis, retail banks around the globe are struggling to make a positive impression on customers. Differentiating on price and product innovation is becoming increasingly difficult and firms face the added complications of changing customer preferences and increasingly stringent regulations.

Delivering a positive customer experience is one of the few levers banks can use to stand out in today’s market, Other approaches that banks have relied on in the past to differentiate themselves, such as low prices and innovative products in particular are losing their ability to provide a competitive edge.

Customer centricity is a major issue for investment banks too. The four challenges they face include refocusing on client needs, maximizing client profitability, taking sustainability seriously and delivering valuable transformation.

Driven by shareholder demands and regulatory pressure, investment banks should go back to basics, shifting the emphasis from complex product innovation [and taking on risk through proprietary trading] towards increased client intimacy.

The priority now is to better align service offerings with clients’ needs, a significant challenge for the majority of banks that have neglected client service-based investments in recent years.

There are several ways for banks to become more customer-centric. They include collecting more accurate and timely customer information, and managing it better; improving operational efficiency; providing a more attentive service; integrating multiple delivery channels and bringing new products to market more rapidly.

Developing New Products And Delivery Channels

Even though customers regard quality of service as the most important aspect of their banking experience, they also value relevant, competitively priced and innovative products as well as effective delivery channels. The challenge for banks, therefore, is to keep abreast of developments in these two areas.

Despite the advent of ATMs, kiosks, plastic cards, telephone banking, online banking and now mobile banking, many customers still regard the branch as an important channel,  even the most important channel for interacting with their bank for many.

Customers increasingly view the branch as fulfilling an advisory role, though they still use the branch to carry out basic financial transactions. Product complexity and regulatory changes are pulling customers into the branch for more personalized service and advice.

To ensure the branch continues to play an efficient and valued role in an overall retail delivery strategy will require changes in four areas: branch layout and design; technology; sales and service; and staff realignment.

Effective delivery is essential in investment banking too. Servicing clients increasingly means providing a seamless front-to-back and cross-product services. However, not all banks can facilitate this because sales teams still view client service delivery as a discrete set of processes, rather than considering the end-to-end service propositions across all stages of the client life-cycle.

Client service delivery processes therefore need to be adaptable so that exceptions can be made to cater for high-value clients, while ensuring that other clients are still served efficiently.

Update Business Strategies

To meet the multitude of challenges they face, banks need to modernize their business strategies and operating models.

Eight modernization strategies have been identified below:

  • Reconsider the fundamental purpose and function of banking
  • Focus on businesses that generate good revenues and profits
  • Become more customer-centric
  • Update products and delivery channels
  • Differentiate the bank from the competition
  • Adjust the risk appetite, and integrate finance with risk
  • Find new and affordable sources of capital and liquidity
  • Concentrate on business lines that are less regulated

There are many other modernization strategies to consider: become more customer- centric; update products and channels; differentiate the bank from the competition, not just terms of service, products and channels, but also in pricing; partnerships with intermediaries, brand and image; adjust the risk appetite and integrate risk with finance.

Whichever strategies are devised and then adopted, it is essential that support for them is obtained from all stakeholders, not just the executives creating them.

The next step is execution, the success of which will depend on effective operational policies and procedures. The organization’s operating models must therefore be reviewed and modernized if the new strategic goals are to have any chance of being achieved.

M. Isi Eromosele is the President | Chief Executive Officer | Executive Creative Director of Oseme Group - Oseme Creative | Oseme Consulting | Oseme Finance
Copyright Control © 2012 Oseme Group

Improving Integrated Management Services In Banking

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By M. Isi Eromosele

Organizations in banking, financial markets and insurance face a daunting array of challenges related to cost, operational risk and changing compliance requirements.

Payment systems is just one example where financial institutions are reducing payment clearing periods, thus reducing float incomes. Institutions are supporting multiple channels for transactions, meeting payment processing costs for these channel sand carrying the overhead burden of maintaining legacy systems in silos.

Meanwhile, tighter risk and compliance requirements are forcing organizations to maintain records for longer periods. All of these factors contribute to higher operating costs, eroding the bottom line.

To drive profitability, banking and financial service organizations are looking for new ways to gain market share and increase customer loyalty while at the same time implementing operational efficiencies that reduce the cost of doing business.

They are looking for new solutions to integrate business and technology, innovative approaches that can enable competitive advantage by helping them speed time to market, leverage customer data for growth and address changing regulatory compliance requirements.

Service management can help service-intensive companies such as those in the financial services industries optimize the unique components of the services business model. Integrated Service Management is an integrated approach that goes beyond technology service management, offering comprehensive tools and processes that can help drive competitive innovation.

Integrated Service Management can help companies in the financial services industries deliver their services more effectively and efficiently to the customers who rely on them.




There are roadblocks to innovation at every turn, and they can hinder your ability to stay competitive in the financial services sector:

  • An obscured or incomplete view of the business can result in increased operational risk and lost market opportunities. When you don’t have access to information in real time, it’s harder to make decisions or move quickly on opportunities.
  • Inadequate governance can lead to unnecessary risk and the inability to effectively address audit and changing compliance requirements.
  • Operational disconnects can reduce your efficiency as well as your return on assets.

Today’s businesses rely on their technology organizations to provide the data and capabilities that can help overcome these road-blocks. As part of an effective business and technology integration strategy, Integrated Service Management can help provide you the visibility, control and automation you need to answer the challenges of providing financial services in today’s competitive marketplace:

Integrated visibility across business and technology can help you see your business more comprehensively and can enable new levels of responsiveness. Integrated control processes across business and technology can facilitate better quality, governance and regulatory compliance outcomes. Integrated automation across business and technology can help build greater agility into your operations.

Creating Business Aligned Solutions

Integrated Service Management can help financial services organizations create business-aligned solutions by providing vital capabilities in key areas to address your most pressing needs.

IT operations

IT operations capabilities from Integrated Service Management cover a broad range of service management areas, including service delivery and process automation, service availability and performance and service-oriented architecture (SOA) management.

By optimizing service delivery and improving process automation, financial services organizations can better control costs and improve service quality. Addressing service availability and performance can help organizations reduce operational risk, optimize infrastructure utilization and improve availability by moving from reactive to proactive management.

And SOA management capabilities can help deliver a Web services infrastructure that offers more flexibility, higher performance and stronger security.

Security Operations

A robust technology security environment is an integral part of every financial services infrastructure. Security, risk and compliance management capabilities can help financial services organizations stay ahead of outsider and insider threats to data, systems and applications.

Integrated Service Management delivers timely visibility into your business continuity risks and overall compliance posture, and provides critical functionality for managing security operations, including identity and authentication services, data confidentiality, user activity monitoring, real-time threat and incident handling, policy evaluation and enforcement, and compliance reporting.

Storage Operations

Storage and information management capabilities from Integrated Service Management can help financial services organizations create highly resilient storage infrastructures, protect valuable information assets and comply with stringent data retention, protection and retrieval policies. 

The end result is an optimized storage infrastructure for more effective business continuity planning and compliance efforts.

Service Management Focused On Business Goals

The continuing convergence of business and technology operations provides a means for integrating service orientation and service management focused on business goals across all types of processes within the organization.

By enabling a dynamic infrastructure and a unified infrastructure, Integrated Service Management Solutions provide visibility, control and automation across all business and technology assets to facilitate human collaboration, workflow management, problem resolution, and process automation, thus providing corporate executives with the ability to view and manage assets across the institution to achieve corporate objectives.

Integrated Service Management connects all elements of a dynamic infrastructure, enabling organizations to measure and manage services “top down” from the defined business services that generate revenue to the underlying physical and technology components that support them. It also enables companies to measure and manage services from the perspective of the end user receiving the service.

M. Isi Eromosele is the President | Chief Executive Officer | Executive Creative Director of Oseme Group - Oseme Creative | Oseme Consulting | Oseme Finance
Copyright Control © 2012 Oseme Group

Innovation and Research Strategy For Business Growth

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By M. Isi Eromosele

Your company has the potential to be a world leader in innovation. The strength of your company and its wider knowledge base are strategic assets. Your untapped knowledge base could be the most productive in your industry, with a depth and breadth of expertise across over multiple areas of distinctive research strength.

To grow within your industry, your company has to be committed to invest in maintaining and strengthening its knowledge base, and to continue to fund a balance of blue skies and applied innovative projects.

To succeed in the global innovation economy, your company must strengthen its ability to leverage the commercialization of emerging technologies, and to capture the value chains linked to these. The private sector is always going to be central to innovation.

Innovation and research are now increasingly international endeavors. Most innovations originate from multiple countries, drawing in components or technologies developed in multiple locations with the high-growth economies playing an increasingly important part.



Global Collaboration

Open innovation means harnessing new knowledge wherever it comes from. Your business should already have strong partnerships with other companies in the United States and overseas, which will reinforce its strengths and bolster its weaknesses. 

The geography of innovation is changing. Fast growing economies like China and India offer new opportunities for both business, technology and new product development cooperation.

Global Innovation And Research

Other countries understand that innovation is fundamental to economic success. Despite marked differences between national innovation systems, some countries, like the U.S., Japan and Germany innovate more effectively than others.

Scale confers advantage, yet much smaller countries like Sweden also perform strongly.

Fast growing economies like China, Brazil or India are rapidly raising their game.China, for instance, is set to become the second largest recipient of foreign direct investment in the world and is already the second largest investor in R&D after the United States. In the major emerging economies, high-technology manufacturing trade now represents 30 percent of their total manufacturing trade, compared to 25 percent for the OECD (Eurozone) area.

New scientific hubs have been created over the last decade, for instance in Seoul, Shanghai and Sao Paulo. Some universities in Asia, such as the Hong Kong University of Science and Technology, are emerging as leading research institutions.

Many factors influence the effectiveness of any innovation system in many countries: governance regime; taxation and regulation of enterprise, and their access to finance; size of manufacturing base; organization of the university sector; levels and orientation of government-funded research; and the role and weight of different public institutions.

The most successful national systems, however, share common characteristics. They exhibit an ability to generate long-term and risky investment at scale for new ideas, both public and private. These new ideas are the result of relationships among people producing, sharing, applying and developing various kinds of knowledge through cohesive networks.

These networks also allow them to engage with international collaborators and adopt innovations that emerge elsewhere in the world. Their governments, delivery bodies and agencies take a leadership role.

They develop technological capabilities through funding research and R&D. They actively support strong collaborations between companies and take investment decisions on research and technological priorities, institutional frameworks as well as education, regulation and infrastructure provision.

Challenge-Led Innovation

Innovation is increasingly driven by the challenges that all nations face in the 21st Century. Current patterns of natural resource use are unsustainable and put global prosperity and growth at risk. Demographic change is affecting all developed economies. By 2050, the proportion of the population aged over 65 will increase from one in six to one in four.

The world needs solutions to these emerging societal needs, and to develop more challenges can only be resolved through interdisciplinary collaboration, across technological and sector expertise, involving both fundamental and applied research.

These challenges will transform sectors such as automotive, healthcare, agri-food, construction and digital systems, requiring the development of new business models, technologies and manufacturing techniques.

Design For Innovation

Design can be transformative for your company, through leading or supporting product
and process innovation for managing the innovation process itself, for the
commercialization of discoveries and the delivery of products and services.

Research has consistently shown a link between the use of design and improved business performance across key measures including turnover, profit and market share. Most successful high-tech businesses are design and technology-driven.

  • Increase the scale and reach of your innovation infrastructure through expanding their capability
  • Support innovative collaborations between your business and knowledge base, through innovation vouchers and increased numbers of Knowledge Transfer Partnerships
  • Improve the competitiveness of your business and its products and services through design
  • Accelerate your international collaboration with other global companies, including your competitors

Intellectual Property

Intellectual Property (IP) is a significant factor for growth for many companies; innovative companies that use intellectual property rights are associated with significantly better chances of firm survival and company growth.

Evidence shows that use of patents is associated with greater knowledge creation, better use of knowledge within firms and higher transfer rates of knowledge between firms. Trade mark use is similarly associated with higher firm productivity and innovation.,

However, in protecting their innovation, SMEs lag behind large firms. While 13 percent of large firms seek to protect their intellectual property through patents, only 6 percent of SMEs do so and therefore miss opportunities to seize the full value of their ideas. This is often because smaller firms do not always understand the value of their IP.

M. Isi Eromosele is the President | Chief Executive Officer | Executive Creative Director of Oseme Group - Oseme Creative | Oseme Consulting | Oseme Finance
Copyright Control © 2012 Oseme Group
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