THE CONSUMER BANKING COMPETITIVE BENCHMARKING MANUAL AND TRAINING
Publication Date: 2008

Publication Price: US$18,000

1. Introduction
 
1.1 About the Programme
1.2 Definitions and Terminologies used in this Programme
1.3 House Rules (visuals and formatting)
1.4 The concept of “The Banks We Like”
1.5 The use of Six-SIGMA (DMAIC and DAMDV) in Financial Services
2. Scenario Planning in Benchmarking
  2.1 Introduction to Scenario Planning tools used in this programme
2.1.1 Our inventory of future possible banking scenarios
2.1.2 Our inventory of the impact of technology on retail banking
2.1.3 Our inventory of global demographics
2.1.4 Our inventory of non-bank competitors shaping retail financial services
3. Strategic Planning
 
3.1 Introduction to Strategic Planning tools used in this programme
3.2 Introduction to Balanced Scorecard used in this programme
 
3.2.1 The Excellence in Retail Financial Services Scorecard
4 Strategic Benchmarks at the Business Level
 
4.1 Credit Cards
 
4.1.1 Macro level fundamentals
  - Fundamental Beliefs
- Industry Drivers
- Sign Posts and Red Flags
- Industry Scenarios
4.1.2 Market level fundamentals
  - The Banks We Like
4.1.3 Street level fundamentals
  - Balanced Scorecard Indicators
- The Questions We Ask - Our Scorecard for assessing players in this business
4.1.4 Research Notes
4.2 Automobile Lending
 
4.2.1 Macro level fundamentals
  - Fundamental Beliefs
- Industry Drivers
- Sign Posts and Red Flags
- Industry Scenarios
4.2.2 Market level fundamentals
  - The Banks We Like
4.2.3 Street level fundamentals
  - Balanced Scorecard Indicators
- The Questions We Ask
- Our Scorecard for assessing players in this business
    4.2.4 Research Notes
    4.3 Wealth Management
     
    4.3.1 Macro level fundamentals
      - Fundamental Beliefs
    - Industry Drivers
    - Sign Posts and Red Flags
    - Industry Scenarios
    4.3.2 Market level fundamentals
      - The Banks We Like
    4.3.3 Street level fundamentals
      - Balanced Scorecard Indicators - The Questions We Ask - Our Scorecard for assessing players in this business
    4.3.4 Research Notes
      - Building blocks for a successful wealth management business for commercial banks: The Standard Chartered Bank model
    4.4 Remittances
     
    4.4.1 Macro level fundamentals
      - Fundamental Beliefs
    - Industry Drivers
    - Sign Posts and Red Flags
    - Industry Scenarios
    4.4.2 Market level fundamentals
      - The Banks We Like
    4.4.3 Street level fundamentals
      - Balanced Scorecard Indicators
    - The Questions We Ask
    - Our Scorecard for assessing players in this business
    4.4.4 Research Notes
    4.5 Consumer Credits
     
    4.5.1 Macro level fundamentals
      - Fundamental Beliefs - Industry Drivers
    - Sign Posts and Red Flags
    - Industry Scenarios
    4.5.2 Market level fundamentals
      - The Banks We Like
    - Benchmarking Credit Scoring and product development tools for building a successful, granularised consumer credit franchise
    4.5.3 Street level fundamentals
      - Balanced Scorecard Indicators
    - The Questions We Ask
    - Our Scorecard for assessing players in this business
    4.5.4 Research Notes
    4.6 Mortgages
     
    4.6.1 Macro level fundamentals
      - Fundamental Beliefs
    - Industry Drivers
    - Sign Posts and Red Flags
    - Industry Scenarios
    4.6.2 Market level fundamentals
      - The Banks We Like
    4.6.3 Street level fundamentals
      - Balanced Scorecard Indicators
    - The Questions We Ask
    - Our Scorecard for assessing players in this business
      4.6.4 Research Notes
      4.7 Deposit Business
       
      4.7.1 Macro level fundamentals
        - Fundamental Beliefs
      - Industry Drivers
      - Sign Posts and Red Flags
      - Industry Scenarios
      4.7.2 Market level fundamentals
        - The Banks We Like
      4.7.3 Street level fundamentals
        - Balanced Scorecard Indicators - The Questions We Ask
      - Our Scorecard for assessing players in this business
        4.7.4 Research Notes
          - Recent deposit building campaigns
        4.8 SME Banking
         
        4.8.1 Macro level fundamentals
          - Fundamental Beliefs
        - Industry Drivers
        - Sign Posts and Red Flags
        - Industry Scenarios
        4.8.2 Market level fundamentals
          - The Banks We Like
        4.8.3 Street level fundamentals
          - Balanced Scorecard Indicators
        - The Questions We Ask
        - Our Scorecard for assessing players in this business
        4.8.4 Research Notes
          - A composite model for a successful SME banking business
        4.9 Bancassurance
         
        4.9.1 Macro level fundamentals
          - Fundamental Beliefs
        - Industry Drivers
        - Sign Posts and Red Flags
        - Industry Scenarios
        4.9.2 Market level fundamentals
          - The Banks We Like
        4.9.3 Street level fundamentals
          - Balanced Scorecard Indicators
        - The Questions We Ask
        - Our Scorecard for assessing players in this business
        4.9.4 Research Notes

        5. Customer and Relationship Management
          5.1 Macro Level Fundamentals
        - Fundamental Beliefs governing customer and relationship management
        - Industry Drivers
        - Industry Evolution Map





        5.2 Market Level Fundamentals
        - The Banks We Like
        - The Balanced Scorecard Approach to Measuring Customer and Relationships Management




        5.3 Street Level Fundamentals
        - Our scorecards for assessing customer and relationship management


        5.4 Research Notes
        5.4.1 Calculating cross sell ratios
        5.4.2 Data management infrastructure
        5.4.3 Benchmarking Consumer Analytics
        5.4.4 Modeling acquisition and retention strategies
        5.4.5 Customer Care and Loyalty

        6. Core Technology, Business Process and Operations
         
        6.1 Macro Level Fundamentals
          - Fundamental Beliefs
        - Industry Drivers
        - Technology Sign Posts
        - Mapping Technology Architecture on an Evolution Map
        - Our map of an end-to-end Technology Architecture
        - The Banks We Like
        - The Questions We Ask
        6.2 Market level fundamentals
          - Retail Banking Technology Applications Evaluation Framework mapped against types of institutions
        - Mapping the Cost Benefit Analysis of Technology and the Triggers for Outsourcing
        6.3 Street level fundamentals
          - Balanced Scorecard Indicators
        - The Questions We Ask
        - Our Scorecard for assessing players in this business
        6.4 Research Notes
          - An end-to-end high volume credit card processing capability
        - An Automobile loan origination capability
        - Inventory of Vendor Offerings
        7. Channel Management and Distribution
         
        7.1 Macro Level Fundamentals
          - Fundamental Beliefs - Industry Drivers
        - Evolution map of Channel Management
        - The Banks We Like
        - The Questions We Ask
        7.2 Market level fundamentals
         
        7.2.1 Penetration Levels: Branches, Call Centers, ATMs, International Banking
        7.2.2 Call centre benchmarks
        7.2.3 ATM benchmarks
        7.2.4 Internet banking benchmarks
        7.2.5 Multi channel strategies
        7.3 Street level fundamentals
          7.3.1 Our Balanced Scorecard for Multi-channel Management and Distribution Capability
        7.4 Research Notes
          - Building a successful multi-channel distribution system
        - The OCBC Singapore Model
        - Building a strong revenue generating capability for e-channels
        - Lessons from Internet-only and direct banking
        8. Consumer Banking Risk Management Benchmarks
         
        8.1 Macro Level Fundamentals
          - Fundamental Beliefs
        - Industry Drivers: Consumer Credit Risk
        - Industry Drivers: Operational Risk
        - Industry Drivers: Market Risk in Consumer Banking
        - The Questions We Ask
        8.2 Market level fundamentals
         
        8.2.1 The Banks We Like
        8.2.2 Credit Risk management
        8.2.3 Targeting and profiting from sub-prime customers
        8.2.4 Mortgage loan origination and pricing capability
        8.3 Street level fundamentals
         
        8.3.1 Roadmap to Basel II Compliance
        8.3.2 Our balanced scorecard for use of risk management as a competitive tool
        8.4 Research Notes
        9. Human Resources
         
        9.1 Macro Level Fundamentals
         
        9.1.1 Fundamental Beliefs
        9.1.2 Frameworks for Selection, Training and Mentoring Consumer Banking Executives.
        9.2 Market level fundamentals
         
        9.2.1 The Banks We Like
        9.2.2 The Questions We Ask
        9.2.3 Mobilising a Wealth Management Sales and Support Team around a Methodology
        9.2.4 Measuring Management Effectiveness
        9.3 Street Level Fundamentals
         
        9.3.1 Our balanced scorecard for human resource effectiveness
        9.4 Benchmarking skills bench strength
        10. Management Information System
         
        10.1 Macro level Fundamentals
         
        10.1.1 10.1.1 Fundamental Beliefs
        10.1.2 The Banks We Like
        10.1.3 Management Information Dash Board
        10.1.4 Management Information by Business Lines