Industrial Engineering - productivity - Security Markets

Presentations - Example

Ensuring a "First Class, First Time" client experience: Driving a successful transformation programme

Barclays Stockbrokers is the UK's #1 execution-only retail stockbroker. Following successful integration of another leading European stockbroker in 2004, business strategy then focused on delivering excellent client experience across the customer base. This presentation will describe the journey since that point, focusing on the introduction of a client experience transformation programme, "First Class First Time", underpinned by Six Sigma and BPM methodologies, and the cultural challenges faced in putting the client at the forefront of everything we do. Case studies will be used to highlight lessons learned in:



Launching a transformation programme: Big bang or slow burn?

Engaging employees: Cutting through the hype to make a real difference

Deploying transformation methodology: Using Six Sigma in a Financial Services business
Dr. Andy Steele
Programme Leader & Master Black Belt
Barclays Stockbrokers

Industrialisation: Putting the learnings from Manufacturing into practice

Manufacturing traditionally has a stronger BPM base, but what can Financial Services organisations practically take away and apply to themselves? This session will cover:


Triggers for Citibank's Industrialisation Programme

Importing manufacturer's best practice know-how

Industrialisation: Concept flow

Combination of industrialisation and emotions: New Customer Service Paradigm
Peter Blatter
Member of the Managing Board, COO
Citigroup, Germany

http://www.iqpc.co.uk/cgi-bin/templates/document.html?topic=241&event=8220&document=60487&slauID=2&

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Application of simulation to the banking industry

Full text Pdf (452 KB)
Source Winter Simulation Conference archive
Proceedings of the 13th conference on Winter simulation - Volume 2 table of contents

Atlanta, Georgia, United States
Pages: 481 - 485
Year of Publication: 1981

ABSTRACT

Computer simulation is examined as a tool to evaluate how the addition of an on line teller terminal system (OLTTS) will affect customer service in a bank. The St. Joseph Bank and Trust Company, in South Bend, Indiana, will be used as a case study bank to provide real data for this study. Before running the simulation model, industrial engineering techniques were used to gather and analyze the data which was needed as input to the model. To analyze the present performance of the bank's tellers, time studies were used to determine customer service times. Pre-determined motion-time data from a bank which installed an on line system was used to estimate customer service times once the OLTTS was added. Statistical techniques were used to reduce the data to several normal distributions. The following section discusses why computer simulation is used and presents an overview of the languages available. The actual model is discussed next, followed by a discussion of other possible uses of computer simulation techniques to solve problems in banking.

http://portal.acm.org/citation.cfm?id=802623

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