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External

External. Social performance. Competitive performance. Financial performance. Short –term performance. Internal. Strategic Business Areas / Government Functions Performance. Departmental / Funcional Areas performance. Long–term performance. Time.

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External

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  1. External Social performance Competitive performance Financial performance Short –term performance Internal Strategic Business Areas / Government Functions Performance Departmental/FuncionalAreas performance Long–term performance Time

  2. Multi-organization system: territory or industry performance Shared strategic resources INTERINSTITUTIONAL LEVEL Accumulation rate Depletion rate Organizational strategic resources INSTITUTIONAL LEVEL Accumulation rate Depletion rate Single organization system: Financial, Competitive and Social performance

  3. ACTIVITIES PROCESSES To the external client “PRODUCTS” To the internal client

  4. STRATEGIC RESURCES PERFORMANCE DRIVERS END RESULTS

  5. GOALS & OBJECTIVES ACTIVITIES & PROCESSES (ACTIONS) PERFORMANCE DRIVERS & END-RESULTS

  6. ACTIVITIES & PROCESSES (Actions) Policy Levers STRATEGIC RESOURCES “PRODUCTS” GOALS & OBJECTIVES PERFORMANCE DRIVERS & END-RESULTS (Results)

  7. Macro-process 1 – Interview: • Contact • Setting the interview date • Interview • Customer profiling: risk orientation is analysed. • Macro-process 2 – Exam of the client’s investment Portfolio: • Details on each single asset of the clients are inserted in a software to define the client’s positioning on a “risk/yield” diagram, with respect to the “efficient frontier” • A report positioning the client on the efficient frontier is printed • The report is analyzed with the client • A sale proposal is outlined. • Macro-process 3 – Sale of Financial Products: • A follow up to the sale proposals is done through phone contacts • A meeting with the client is agreed to propose a sale of financial products • The client is met and products are sold • Sale order data is inserted in the computer system • The sale contract is printed and signed. • Macro-process 4 – Post-sale assistance: • The market is monitored through periodic reports • The client is periodically contacted • The client’s anxiety is managed • New contracts are signed with post-sale assistance clients.

  8. MACRO PROCESS 2 MACRO PROCESS 3 MACRO PROCESS 4 MACRO PROCESS 1 Customer positioning on the “efficient frontier” Contact with customers to profile • 2ND LEVEL INTERMEDIATE • PRODUCTS Setting up of a meeting with the client for sale proposal Post sale assistance contacts • 1ST LEVEL INTERMEDIATE • PRODUCTS Customer profiling Sale proposal Financial consulting contracts subscription FINAL PRODUCT

  9. Customer base Interview schemes Total sale proposals Company Image Market Reports Human Resources Information systems Total subscribed contracts Deposits Sales proposal ratio Contract subscription ratio Profiling effort ratio Assistance effort ratio Clients in assistance loss rate Gross operating margin per personal client Change in customer satisfaction Gross operating margin from personal clients Change in the customer base Strategic Resources Performance Drivers Clients to contact loss rate End-results

  10. Clients positioned on the “efficient frontier” Actual interviews Planned Clients positioned on “efficient frontier” Planned interviews MACRO PROCESS 1 MACRO PROCESS 2 MACRO PROCESS 3 MACRO PROCESS 4 Human Resources Human Resources Human Resources Human Resources Interview schemes Market reports Strategic Resources Information Systems Information Systems Total Sales proposals Clients Deposits Profiled clients Total subscribed sale contracts ASSISTANCE EFFORT RATIO Agreed meetings with clients to sell financial products Agreed meetings with clients for assistance Performance Drivers Planned meetings with clients to sell financial products Planned meetings with clients for assistance PROFILING EFFORT RATIO SALE PROPOSAL RATIO CONTRACT SUBSCRIPTION RATIO New profiled clients Sales proposals issued Subscribed sale contracts Clients in assistance loss rate End-results Planned new clients to interview and profile Sales contracts to subscribe Planned sales proposals

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