
51e38c0b21569c40ec264d2c9534e58b.ppt
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HP Financial Services Competing Through 3 Value Disciplines – A Customer’s Perspective Eng Chuan PUAY Director of Enterprise Sales Southeast Asia Region May 2006 © 2005 Hewlett-Packard Development Company, L. P. The information contained herein is subject to change without notice HP Confidential
HP in Asia Pacific & Japan Korea 1984 Asia Pacific & Japan 40, 000 employees 157 offices 640 service centers 26 solution centers 10 manufacturing sites 6 R&D locations 3 HP Labs facilities 40, 000 enterprise & commercial channel partners • • Japan 1963 China 1985 Taiwan 1970 Southeast Asia • • • Philippines Thailand Vietnam Malaysia Indonesia 1995 1989 1996 1972 1996 India 1989 Hong Kong 1979 Asia emerging countries • • Pakistan Bangladesh Sri Lanka Cambodia Brunei Nepal Maldives Laos Singapore, 1970 APJ HQ Australia 1967 Copyright © 2003 HP corporate presentation. All rights reserved. New Zealand 1967 2
HP Key Customers: INDIA KOREA Bank Of India – Comprehensive Outsourcing SBI – Infrastructure & Outsourcing Bank Of Baroda – IT transformation UCO Bank – Core banking replacement CHINA KOREA Korea Development Bank international rollout Kookmin Bank – CRM, Debt Mgmt System Shinhan Bank, Woori Bank, KRX INDIA CHINA Bank of Shanghai OTHERS Citic Ka Wah Bank Mandiri Bank Central Asia Singapore Stock Exchange Citibank in Asia Pacific ING in Asia Pacific China Life – DCC SOUTH EAST ASIA Hua. Xia Commercial Bank China Construction Bank – Front-end Systems, Software Solutions SOUTH PACIFIC Shanghai Pudong Development Bank – Risk Management Others: Shenzhen Stock Exchanges, Agriculture Bank Of China, PICC, Ping. An Insurance, China Banking Regulatory Commission, Bank of Communications and others 3
Global Trends in Banking Services 1. Cost increase Ø Ageing technology Ø More sophisticated products requires newer systems Ø Serving new market requires better infrastructure 2. Extending new capabilities Ø Difficulty to keep up with new market or products Ø Shorter time-to-market due to greater competition Ø Limited system functionalities and resources to support business needs 3. Back office consolidation Ø Back office hubs in Asia to take advantage of lower cost of labour Ø Better technology infrastructure in Asia conducive for global consolidation 4
Global Trends in Banking Services 5. Merger and acquisition Ø Industry consolidation for economies of scale Ø Market liberalization weeds out weaker players Ø Global economy through WTO 6. Outsourcing of non-core business Ø Global banks are outsourcing back office operation to Asia Ø Asia banks are outsourcing non core activities Ø Variable cost versus fixed cost model 5
Impetus for Change – Value Competition • Banks today compete by focusing on 3 value disciplines Customer Intimacy 1. Customer Intimacy 2. Product differentiation 3. Cost leadership • Single view of a customer • Customer segmentation • Relationship management Value discipline Cost leadership Product differentiation PUSH • Structure products for retail customer PULL • Electronic invoice presentment and payment • Teller productivity • Backoffice hubbing • Technology innovation • Broader product portfolio Copyright © 2003 HP corporate presentation. All rights reserved. 6
Winning on Customer Intimacy 1. More granular customer segments • Citibank – Citigold banking • Standard Chartered Bank – Priority banking • Lady credit card, platinium credit cards 2. Cosy modern branch layout 3. Better infrastructure • Coffee in a branch – Starbuck • Branch Investment officer • Wireless technology • Internet banking/wireless banking • Improved call centre • Back office consolidation IT Implication : Embark on CRM related project such Datawarehouse/BI, Customer segmentation, core and branch system upgrade, IP call centres etc Copyright © 2003 HP corporate presentation. All rights reserved. 7
Winning on Product Innovation 1. More sophisticated retail products • • Investment link savings account – structured product Home loan Savings account Asian wide debit cards Product transfer from foreign banks 2. Very niche products for high net worth 3. Better infrastructure • Highly specialised private banks • Non-investment grade bond specialist • Even broader product portfolio • Electronic Invoice Presentment and Payment • Global execution IT Implication : Embark on new treasury systems, EIPP portals, enterprise wide systems integration, functionality enhancement to support new products etc Copyright © 2003 HP corporate presentation. All rights reserved. 8
Winning on Cost Leadership 1. Consolidation of call centres 2. Better infrastructure • Regional and global call centre • Outsourcing of call centre services • Call centre technology upgrade • Measurement on cost to serve • Branch network rationalization • IT selective outsourcing 3. Consolidation of back office operation • Relocating back office to Asian countries • Tax incentives from local government IT Implication : Embark on IP call centres, global network re-design, business process automation, IT outsourcing etc Copyright © 2003 HP corporate presentation. All rights reserved. 9
Are Asian Banks rising to the challenge? • What is your core competency? • Where is your market segment? • What is your value proposition? Product Innovation Cost Leadership Customer Intimacy A couple of case study Copyright © 2003 HP corporate presentation. All rights reserved. 10
Bank of Baroda - End-to-End Transformation Fourth largest state-owned bank, 2800 branches nationwide, presence in 21 countries and more than 30 million customers The HP difference • Comprehensive solutions offering including next generation Core Banking solutions and Openbank to drive fundamental change within the bank for competitive advantage • Domain experience and track record of expertise in integrating and managing large projects for timely and cost effective deployment of applications • Strong alliance with leading ISVs on a global and regional basis Business needs • • Realignment of business processes through leveraging of IT implementation Provide domestic and international customers and partners with worldclass products and services 24 x 7 Provide customers with a One View, anytime, anywhere access capability Compliance with regulatory requirements Unification of disparate systems Increase process and employee productivity Robust, scalable network and infrastructure HP solution Business benefits Technology enabled business transformation through: • Deliver unified portal based IT infrastructure for domestic and international operations • Integrate and deploy over 40 leading ISV applications, including core banking solution • Implementation and management of enterprise-wide SOA for multichannel banking, CRM, global treasury, data warehousing, HR and risk/performance management • Design, build, manage data- centers with DR solutions • Design, deploy, manage network implementation Simplicity • 360 degree view of customer Customer Intimacy • Single sign-on capability for employees and customers Agility • Faster reporting and decision Cost Leadership making capability • Scalability and robustness Value • Compliance through better risk Product Innovation management • Improved productivity • Competitive edge through world-class customer service 11
Bank of Shanghai One of the fastest growing commercial bank with foreign stakes including HSBC, 200 branches nationwide serving about 18 million customers The HP difference • Strategic IT partnership approach with single point of contact • Complete range of services inc. custom development, support and finance • Understanding Bank’s aspirations and flexibly addressing them Business needs • • • Business agility and operational efficiency in core banking Unified view of customers Expanded delivery channels to enable introduction of new products • Increased profitability • Managed risk through operational excellence HP solution Business benefits • Systems Integration of Simplicity • Comprehensive, integrated products and services including Temenos Core Banking application • Project Management of the migration and contract • 3 year IT operations service for ASP ‘Finance Lab’ products and services Customer Intimacy delivered quickly and easily Agility • Management of risk thru operational excellence Cost Leadership • New delivery channels Value • Product quality • Product Innovation Product lifecycle mgmt. • Focused customer service • Increased profitability of products and customers 12
Foreign Banks’ Investment in China’s growing retail banking market Product Innovation Shorten the learning curve through global partnering 13
Profile of the Winner In our view the winner needs to excel in at least one of the 3 value disciplines but be on par with the industry on the other areas. 14
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