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Let’s play BANKING!

Let’s play BANKING!. CITIBANK. The citi never sleeps. HSBC. The world’s local bank. DEUTSCHE BANK. A passion to perform. BDO. We find ways. BPI. We’ll take you farther. METROBANK. You’re in good hands. RCBC. Moving forward. Driven with passion. Powered by e- xcellence .

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Let’s play BANKING!

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  1. Let’s play BANKING!

  2. CITIBANK The citi never sleeps.

  3. HSBC The world’s local bank.

  4. DEUTSCHE BANK A passion to perform.

  5. BDO We find ways.

  6. BPI We’ll take you farther.

  7. METROBANK You’re in good hands.

  8. RCBC Moving forward.

  9. Driven with passion. Powered by e-xcellence. UNION BANK

  10. CHINABANK Your success is our business.

  11. LANDBANK AngBangkong May DamdamingBayan.

  12. EASTWEST BANK Which bank was not mentioned?

  13. Your dream. Our focus. What is EastWest Bank’s tagline?

  14. EAST WEST BANK A Case on Operations Management

  15. JULY 6, 1994 Filinvest Development Corporation Created as the Philippines’ 34th commercial bank Mission: to become a “world-class bank anchored on service excellence” about eastwest operations overview customer relations management recommendations learnings

  16. SEPTEMBER 4, 2009 Merger with AIG PhilAm Savings Bank 6th Largest Credit Card Issuer 6th Largest Provider of Auto Financing about eastwest operations overview customer relations management recommendations learnings

  17. SEPTEMBER 2, 2011 UNIVERSAL BANK STATUS about eastwest operations overview customer relations management recommendations learnings

  18. about eastwest 113 BRANCHES NATIONWIDE 145 ATM TERMINALS operations overview HEADQUARTERS customer relations management PBCom THE BEAUFORT Pasong Tamo Extension San Mig Properties recommendations Salustiana Ty Tower Hanston Building learnings

  19. Services • Deposits • Bonds • Repo Placement • Safety Deposit Products • Consumer Loans • Commercial Loans • Electronic Fund Transfer (Telegraphic transfer) • Philippine Domestic Dollar Transfer System (PDDTS) about eastwest operations overview customer relations management recommendations learnings

  20. Departments about eastwest operations overview Human Resources customer relations management Trust Treasury recommendations Credit Card Customer Relations learnings Sales

  21. about eastwest New Product Development operations overview customer relations management recommendations Internet Banking learnings Mobile Access

  22. about eastwest Quality Management operations overview • New Employee Orientation Program (NEOP) • Internal control for branches • Dual custodian requirement and CCTV • Training for counterfeit detection and signature verification customer relations management recommendations learnings

  23. about eastwest Quality Management operations overview • Branch and employee performance evaluations • DOSRI policy (Directors, Officers, Shareholders and Related Interests) customer relations management recommendations learnings

  24. about eastwest Flow Management operations overview • Customer flow • Queuing system (number system) • Reserve employees for peak season • Information flow • Employee Relations Council (ERC) for internal complaints • Local no. and e-mail for interbranch communication customer relations management recommendations learnings

  25. Door-to-door • Saturation of area • Filter customers applying for new accounts (pleasant but strict) about eastwest Building Relationships operations overview customer relations management recommendations learnings

  26. Creating customer value: • Feeling important and valued • Up-to-date customer information • Customer needs and wants • Incentives and promotions about eastwest Sustaining Relationships operations overview customer relations management recommendations learnings

  27. For small clients: • No discrimination • Valued and taken care of as well about eastwest Sustaining Relationships operations overview customer relations management recommendations learnings

  28. Handling requests and complaints: • Listen • Allow customers to cool down • Explain the situation and resolve • Solving at the branch as much as possible • Approval of management about eastwest Sustaining Relationships operations overview customer relations management recommendations learnings

  29. about eastwest SWOT Analysis operations overview • STRENGTHS: • More services • Updated promos • Reach out to customers with a personal approach • Strategic locations • Owned by Filinvest • WEAKNESSES: • Less aggressive marketing efforts • Limited appetite for risk • Inequality customer treatment customer relations management recommendations learnings

  30. about eastwest SWOT Analysis operations overview • OPPORTUNITIES: •  Expansion • Owned by Chinese-Filipinos • Current tie ups with schools • THREATS: • Other established and trusted banks • Competitive rates • Easily shifting customers • Investment bank status customer relations management recommendations learnings

  31. about eastwest Recommendations operations overview • Increase number of branches through mergers and acquisitions • Focus on establishing relationships with Filipino-Chinese market • Tie-up with schools for tuition and miscellaneous payments customer relations management recommendations learnings

  32. about eastwest Recommendations operations overview • Offer competitive rates for valued clients • Provide excellent customer service to build trust and loyalty • Conduct continuous training for employees to keep quality service customer relations management recommendations learnings

  33. about eastwest Learnings operations overview • The main focus of a bank’s operations is customer relationship management. • The banking industry is very competitive. Being efficient is • not enough. customer relations management recommendations learnings

  34. about eastwest Learnings operations overview • Banks have to keep up with customers’ needs and global trends. • Excellence in banking requires a balance between a strong background in finance and good communication skills. customer relations management recommendations learnings

  35. about eastwest Learnings operations overview Banking is like a relationship. Don’t overpromise. Keep your feet on the ground. customer relations management recommendations learnings

  36. EAST EAST WEST BANK WEST Your dream. Our focus. Thank you. Cruz.Cua.Cultura.Fonseca.Javier.Kua.Lim.Te.Wong

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