external financial performance competitive performance social performance internal departmental/...
TRANSCRIPT
External
Financial performance
Competitive performance
Social performance
InternalDepartmental/ Funcional Areas performance
Strategic Business Areas / Government Functions Performance
Time
Short –term performance
Long–term performance
INSTITUTIONAL
LEVEL
Single organization system: Financial, Competitive and Social performance
Multi-organization system: territory or industry performance
INTERINSTITUTIONAL
LEVEL
Organizational strategic resources
Accumulation rate
Depletion rate
Shared strategic resources
Accumulation rate
Depletion rate
STRATEGIC
RESOURCES
Policy LeversACTIVITIES &
PROCESSES (Actions)
“PRODUCTS”GOALS &
OBJECTIVES
PERFORMANCE DRIVERS &
END-RESULTS (Results)
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.
Contact with customers to profile
Customer profiling
MACRO PROCESS 1
MACRO PROCESS 2
MACRO PROCESS 3
MACRO PROCESS 4
Customer positioning on the “efficient frontier”
Sale proposal
Setting up of a meeting with the
client for sale proposal
Financial consulting contracts subscription
Post sale assistance contacts
1ST LEVEL INTERMEDIATE
PRODUCTS
FINAL PRODUCT
2ND LEVEL INTERMEDIATE
PRODUCTS
Company Image
Gross operating margin per personal client
Gross operating margin from personal clients
Change in the customer base
Change in customer
satisfaction
Customer base
Clients in assistance
loss rate
Human Resources
Interview schemes
DepositsInformation
systems
Total sale proposals
Total subscribed contracts
Market Reports
Assistance effort ratio
Profiling effort ratio
Sales proposal
ratio
Contract subscription
ratio
Clients to contact loss rate
Profiled clients
Human Resources
MACRO PROCESS 1 MACRO PROCESS 2 MACRO PROCESS 3 MACRO PROCESS 4
Interview schemes
Clients Deposits
Actual interviews
Planned interviews
New profiled clients
Planned new clients to interview and
profile
Human Resources
Information Systems
Clients positioned on the “efficient frontier”
Planned Clients positioned on “efficient
frontier”
Sales proposals issued
Planned sales proposals
Agreed meetings with clients to sell financial
productsPlanned meetings with
clients to sell financial products
Subscribed sale contracts
Sales contracts to subscribe
Total Sales proposals
Human Resources
Information Systems
Agreed meetings with clients for
assistance
Total subscribed sale contracts
Human Resources
Planned meetings with clients for assistance
Clients in assistance loss rate
PROFILING EFFORT RATIO CONTRACT SUBSCRIPTION RATIOSALE PROPOSAL RATIO
ASSISTANCE EFFORT RATIO