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1. Business Process Capabilities 14 Piedmont Center, Suite 750 www.benchmarkinternational.com Atlanta, GA 30305 United States Telephone: 404-439-8430 © 2009 BenchMark…
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  • 1. Business Process Capabilities 14 Piedmont Center, Suite 750 www.benchmarkinternational.com Atlanta, GA 30305 United States Telephone: 404-439-8430 © 2009 BenchMark Consulting International
  • 2. Presentation Contents <ul><li>Organizational Background </li></ul><ul><li>Clients </li></ul><ul><li>Key Assets </li></ul><ul><li>Process – Consulting Services </li></ul><ul><ul><li>Assessment </li></ul></ul><ul><ul><li>Design </li></ul></ul><ul><ul><li>Implementation </li></ul></ul><ul><li>Sample Case Studies </li></ul>
  • 3. BenchMark Consulting International Organizational Background
  • 4. BenchMark Vital Statistics <ul><li>Founded in 1988 </li></ul><ul><li>Mission: To ensure our clients achieve financial and operational success by providing superior consulting services that exceed client’s expectations. </li></ul><ul><li>Core competencies are analyzing , designing , and implementing business processes to achieve lower costs, greater revenue, and more satisfied customers </li></ul><ul><li>Dual Headquarters: Atlanta, USA and Munich, Germany </li></ul><ul><li>Acquired by Fidelity National Information Services in 2003 </li></ul>
  • 5. <ul><li>Member of the Fortune 500 </li></ul><ul><li>$4.2 Billion Annual Revenue </li></ul><ul><li>$8.7 Billion Market Capitalization </li></ul><ul><li>Leading market positions: </li></ul><ul><ul><li>#1 Deposit Solutions: US Banks </li></ul></ul><ul><ul><li>#1 Commercial Lending Solutions: Global Banks </li></ul></ul><ul><ul><li>#1 Consumer Lending Solutions: US Banks </li></ul></ul><ul><ul><li>#1 Automotive Finance Lenders </li></ul></ul><ul><ul><li>#1 Check Risk Management: National Retailers </li></ul></ul><ul><ul><li>#1 Mortgage Processing and Information Services </li></ul></ul><ul><li>Fidelity Clients include Top Tier Financial Institutions, Community Financial Institutions, and Mortgage Services </li></ul><ul><li>Ranked the number one banking service provider in the world by American Banker and the research firm Financial Insights and the number two overall financial technology provider in the annual FinTech 100 rankings. </li></ul>Fidelity National Information Services
  • 6. BenchMark Business Segments <ul><li>National Banking Practices </li></ul><ul><li>Auto Finance & Leasing </li></ul><ul><li>Consumer Lending </li></ul><ul><li>Residential Mortgage </li></ul><ul><li>Small Business Banking </li></ul><ul><li>Commercial Lending </li></ul><ul><li>Deposit Operations </li></ul><ul><li>Retail Delivery </li></ul><ul><li>Regional Banking </li></ul>
  • 7. BenchMark Consulting International Clients
  • 8. North American Clients <ul><li>9 of the Top 10 US Banks (asset size) </li></ul><ul><li>39 of the Top 50 US Banks (asset size) </li></ul><ul><li>All of the Top 5 Canadian Banks (asset size) </li></ul><ul><li>All 14 of the 14 Largest US Captive Auto Finance Corporations </li></ul>
  • 9. North American Clients Royal Bank of Canada Scotiabank SouthTrust Bank Sovereign Bank SunTrust Banks Susquehanna Bancshares Synovus Financial Tompkins County Trust Co TD Canada Trust Toyota Financial Services Trustmark Bank Union Bank of California Union Planters USAA U.S. Bancorp Valley Independent Bank Volkswagen Credit Volvo Finance N.A. Wachovia Washington Mutual Wells Fargo Bank Wells Fargo Mortgage Wilmington Savings F.S. WFS Financial World Omni Zions Bancorp IndyMac Bank J P Morgan Chase & Co Key Bank Marquette Bank MBNA Mellon Bank Mercantile Bancshares Michigan National Bank Mitsubishi Motors Credit of America, Inc. M & I Bank M & T Bank National City Bank National Penn Bank Nissan Motor Acceptance Overture Pacific Capital Bank PNC Bank Porsche Financial Services Primus Financial Services Provident Bank (MD) Provident Bank (NJ) Provident Bank (OH) RBC Centura Bank Regions Financial Corp. Richfield Bank & Trust Co. Countrywide Mortgage Daimler Chrysler Financial Services Dime Savings Bank Discover Financial Services Eagle Bank EMC Mortgage Company Fifth Third Bank First Hawaiian First Horizon Equity Lending First Tennessee Bank First Merit First Security Bank First Union Fleet Boston Ford Motor Credit Company GMAC Hancock Bank Harley-Davidson Financial Services Household Finance Hibernia Bank Huntington Bank Hyundai Motor Finance Co. Independence Community Bank ABN Amro/LaSalle Bank Advanta AllFirst American Honda Finance AmSouth Bank Arvest Bank Bancorp South Bank of America Bank of Hawaii Bank of Montreal Bank of New York Bank of Oklahoma Bank One BankFirst Corporation BMW Financial Services Center One Financial Services Charter One Auto Chevy Chase Bank Citizens Bank Citizens Financial CIBC CitiGroup Colonial Bank Commerce Bank (KS) Commerce Bank (NJ) Compass Bank
  • 10. European Clients Austria BMW Financial Services Siemens Leasing Belgium Alphabet BMW Financial Services Interleasing Belgium France Autop France BMW Financial Services DaimlerChrysler Services DCS Fleet DIAC PSA Banque Volkswagen Financial Services Volvo Financial Services Germany ADAC ALD AutoLeasing Allbank Alphabet Fuhrparkmanagement ASL Auto Service-Leasing Athlon Deutschland BMW Bank BMW Financial Services DaimlerChrysler Bank DaimlerChrysler Services Fleet Mgmt. Fiat Bank Ford Bank Honda ING Car Lease Master Lease Nissan Bank Opel Bank PSA Finance Renault Bank Siemens Financial Services Toyota Bank Volkswagen Bank Volvo Financial Services Italy BMW Financial Services DaimlerChrysler Fin. Services Fiat SAVA FINGERMA Servizi Fin. PSA Finance Renault Nissan Credit Toyota Financial Services Volvo Financial Services Luxembourg Interleasing Luxembourg Netherlands Alphabet BMW Financial Services Hiltermann Lease Services Interleasing Nederland Portugal Renault Gest Spain Alphabe t BMW Financial Services Mercedes-Benz Credit PSA Banque Renault Financiacion Volkswagen Financial Services Volvo Financial Services Switzerland Alphabet BMW Financial Services United Kingdom Alphabet BMW Financial Services DaimlerChrysler Fin. Services DaimlerChrysler Services Fleet Mgmt. First National Motor Finance Ford Credit GMAC Europcar Fleet Management Lloyds TSB A utolease Lloyds UDT Nissan Finance Shell Capital Services Volkswagen Financial Services Volvo Financial Services
  • 11. <ul><li>Asian / Australian Clients </li></ul><ul><li>BMW Financial Services Japan </li></ul><ul><li>APLUS Japan </li></ul><ul><li>BMW Financial Services Australia </li></ul><ul><li>Commonwealth Bank Australia </li></ul><ul><li>China Construction Bank China </li></ul><ul><li>Latin American Clients </li></ul><ul><li>Ford Motor Credit Brazil </li></ul><ul><li>Ford Motor Credit Argentina </li></ul><ul><li>Ford Motor Credit Mexico </li></ul><ul><li>Fiat Banco Brazil </li></ul>Additional Clients
  • 12. BenchMark Consulting International Key Assets
  • 13. Key Assets Foundation of Success Knowledge Base Change Management BenchMark Consulting International People
  • 14. Knowledge Base <ul><li>A unique knowledge base of business strategies, organizational structures, workflows, and technologies that affect business performance </li></ul><ul><li>Key performance goals and productivity ranges for more than 47 different financial service processes from over 100 different world-class organizations in fifteen countries </li></ul>Knowledge Base
  • 15. BenchMark’s Knowledge Sources BenchMark Programs <ul><li>Middle Market Lending </li></ul><ul><li>Small Business Lending </li></ul><ul><li>Large Corporate </li></ul><ul><li>Home Equity Lending </li></ul><ul><li>Auto Finance & Leasing </li></ul>North America <ul><li>CBA – Collections Study </li></ul><ul><li>CBA – Home Equity Study </li></ul><ul><li>CBA – Auto Finance Study </li></ul><ul><li>ALLTEL – Focus Mortgage Servicing Survey </li></ul><ul><li>RMA – Small Business Risk Management Study </li></ul><ul><li>CBA= Consumer Bankers Association </li></ul><ul><li>RMA = Risk Management Association </li></ul>Industry Research Round Tables <ul><li>Commercial Senior Credit Officers </li></ul><ul><li>Small Business Loan Center </li></ul><ul><li>Middle Market Loan Operations </li></ul><ul><li>Consumer Collections </li></ul>
  • 16. People <ul><li>Consultants typically have more than ten years in senior bank management positions and more than six years consulting </li></ul><ul><li>Consultants possess the specialized skills for their assignments, but also have the ability to understand the big picture </li></ul><ul><li>Consultants work closely with our clients, listening to their ideas, offering suggestions, and recommending solutions </li></ul>People
  • 17. Change Management Assessment - Analyze an organization’s performance through objective, relative comparisons and subjective personal observations Design - Develop new or adjusted strategies, business processes, job descriptions, technology capabilities, and/or staff levels Implementation - Plan and manage organizational and operational changes through the direction of or participation with client personnel Change Management
  • 18. BenchMark Consulting International Process – Consulting Services
  • 19. Business Philosophy <ul><li>Lower Costs </li></ul><ul><li>Increase Revenue </li></ul><ul><li>Improve Customer Experience </li></ul>General Client Objectives
  • 20. Assessment <ul><li>Description </li></ul><ul><li>Syndicated Peer Comparison (10-20) </li></ul><ul><li>Conducted Alternating Years </li></ul><ul><li>Standardized, Consistent Methodology </li></ul><ul><li>Comprehensive Product Lifecycle </li></ul><ul><li>Experienced BenchMark consultants perform majority of work </li></ul><ul><li>NOT a survey </li></ul><ul><li>Efficiency and Effectiveness Metrics </li></ul><ul><li>Alphabetical code identification </li></ul><ul><li>Workflow diagram sharing </li></ul><ul><li>Strength & Weakness Identification </li></ul>BenchMark Programs <ul><li>Description </li></ul><ul><li>Single Organization </li></ul><ul><li>Conducted Anytime </li></ul><ul><li>Standard & Custom Methodology </li></ul><ul><li>Customized Scope </li></ul><ul><li>Efficiency and Effectiveness Metrics </li></ul><ul><li>Business Justification for Change </li></ul><ul><li>Opportunity Identification & Valuation </li></ul>Targeted Analysis Two Types
  • 21. Assessment Targeted Analysis BenchMark Programs <ul><li>North American Programs </li></ul><ul><li>Home Equity Lending (next 2005) </li></ul><ul><li>Indirect Auto Finance & Leasing (next 2005) </li></ul><ul><li>Small Business Lending (next 2006) </li></ul><ul><li>Middle Market Commercial (next 2005) </li></ul><ul><li>Large Corporate </li></ul><ul><li>Examples </li></ul><ul><li>Multiple Location BenchMarking </li></ul><ul><li>Business Process Improvement </li></ul><ul><li>Operations Consolidation </li></ul><ul><li>Process-Technology Optimization </li></ul><ul><li>Employee Scheduling </li></ul><ul><li>Staff Reduction or Growth Planning </li></ul><ul><li>New Product Process Determination </li></ul><ul><li>Service Level Improvement </li></ul><ul><li>Customer and Employee Research </li></ul><ul><li>Revenue Productivity Improvement </li></ul><ul><li>Management Reporting </li></ul><ul><li>Risk Management </li></ul><ul><li>European Programs </li></ul><ul><li>Germany Retail Auto Finance </li></ul><ul><li>UK Retail Auto Finance </li></ul><ul><li>Italy Retail Auto Finance </li></ul><ul><li>Europe Fleet Management </li></ul><ul><li>Germany Equipment Leasing </li></ul>
  • 22. Assessment Features <ul><li>Onsite Information Collection </li></ul><ul><ul><li>Transaction Volumes </li></ul></ul><ul><ul><li>Full Time Equivalents (FTE) </li></ul></ul><ul><ul><li>Organizational Structures </li></ul></ul><ul><ul><li>Workflows </li></ul></ul><ul><ul><li>Technologies </li></ul></ul><ul><ul><li>Work Management Methods </li></ul></ul><ul><ul><li>Operational Policies </li></ul></ul>Core Process: Approval Institution: Lender F TECHNOLOGY ACTIONS OPERATIONS 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 1 2 Buyer Work Queue Dealer Approved? Review Criteria Conditions Met? Review Application Verify Information Review Credit Score Auto Decision? Decline Application? Inform Dealer Rehash Deal Approve or Condition? System Generated Declination Enter Conditions Inform Dealer Condition Approve Score Application Receive Electronic Application Decline Application? Within Lending Authority? Receive Manager Sign - off Document Approval 21 No Yes No Yes Yes No Yes No Yes No Yes No Yes No Applications are forwarded to the buyers from the data entry clerks through the application processing system. All applications are scored by the credit bureau, and some by an additional internal score card. Does the application processing system auto decision the application? If the system decisions the application, is it declined? If the system does not decision the application, the application is forwarded to a buyers work queue. Is the application for a dealer approved loan? If the item in the work queue is a dealer approved loan, the buyer reviews the dealer approval criteria. Are all of the conditions met? If all of the conditions are not met, the buyer documents why the approval should be made. If item in the work queue is not a dealer approved loan, the buyer reviews the application. The buyer verifies the application data by viewing an image copy of the application. The buyer reviews the credit score(s). Does the buyer decline the application? If the buyer declines the application, the dealer is notified of by auto fax. Does the dealer want to re - hash the deal. If the dealer does not want to re - hash the deal, the customer is mailed a system generated declination letter. If the buyer does not decline the application, is it approved or conditioned? If the buyer conditions the approval, the conditions are entered into the application processing system. Is the approved deal within the buyers lending authority? If the approval is not within the buyers lending authority, the deal is queued to a manager for sign - off. The dealer is informed of the approval by auto fax. 16 17 18 19 20 21 Application Processing System Image System Core Process: Approval Institution: Lender F TECHNOLOGY ACTIONS OPERATIONS 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 1 2 Buyer Work Queue Dealer Approved? Review Criteria Conditions Met? Review Application Verify Information Review Credit Score Auto Decision? Decline Application? Inform Dealer Rehash Deal Approve or Condition? System Generated Declination Enter Conditions Inform Dealer Condition Approve Score Application Receive Electronic Application Decline Application? Within Lending Authority? Receive Manager Sign - off Document Approval 21 Core Process: Approval Institution: Lender F TECHNOLOGY ACTIONS OPERATIONS 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 1 2 Buyer Work Queue Dealer Approved? Review Criteria Conditions Met? Review Application Verify Information Review Credit Score Auto Decision? Decline Application? Inform Dealer Rehash Deal Approve or Condition? System Generated Declination Enter Conditions Inform Dealer Condition Approve Score Application Receive Electronic Application Decline Application? Within Lending Authority? Receive Manager Sign - off Document Approval 21 No Yes No Yes Yes No Yes No Yes No Yes No Yes No Applications are forwarded to the buyers from the data entry clerks through the application processing system. All applications are scored by the credit bureau, and some by an additional internal score card. Does the application processing system auto decision the application? If the system decisions the application, is it declined? If the system does not decision the application, the application is forwarded to a buyers work queue. Is the application for a dealer approved loan? If the item in the work queue is a dealer approved loan, the buyer reviews the dealer approval criteria. Are all of the conditions met? If all of the conditions are not met, the buyer documents why the approval should be made. If item in the work queue is not a dealer approved loan, the buyer reviews the application. The buyer verifies the application data by viewing an image copy of the application. The buyer reviews the credit score(s). Does the buyer decline the application? If the buyer declines the application, the dealer is notified of by auto fax. Does the dealer want to re - hash the deal. If the dealer does not want to re - hash the deal, the customer is mailed a system generated declination letter. If the buyer does not decline the application, is it approved or conditioned? If the buyer conditions the approval, the conditions are entered into the application proce
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