krungsri case customerversion

7/29/2019 KRUNGSRI Case Customerversion

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KRUNGSRIBANKProposalofODSolu6on

MM80TheODTConsul6ngProcess:ConsultantRoles&Skills

MasterofManagementinOrganiza6onDevelopment

Noan|Rach|Toungrat|Vinod

NOVEMBER28th,2012


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Agenda

OverviewofSurathnaiBranch ProjectObjec5ves DeliveryPlanofConsultancyService

CompanybackgroundCurrentsitua5onProposedSolu5on

Possibleoutcome

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OverviewofSurathaniBranch

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Objec6vesofProject

Supportbranchmanagertoachievesalestarget

Iden5fyareasofimprovement Defineconceptualframeworkandconsultancyplantosupportsales

growthtarget

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S1Ini6alcoaching

Strategic

communica6on S2

Listening S3

Understanding

OtherPowerto

Convince/Mo6vate

S5

Reinforcing

Feedback

S

ProjectassignmentSharetrend

Productknowledgetes3ng

S4

ProcessRedesignWorkshop

AdvisoryClinic

1Day


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DeliveryPlanofConsultancyService

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1 Entry&Contrac6ng 2 Discovery&Dialogue3 Feedback&DecisiontoAct4 Engagement&Implementa6on5 Extension,RecycleorTerminate

Phase

PETERBLOCKSMODELConsul'ngProcess

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PHASE2:Discovery&DialogueCurrentsitua'on

Growingbranch 12,000transac5onsperday BranchKPIshavebeenreached Queuinglineislessthan1minute Goodopera5onalprocess 60%ofcustomersarenon-business

owner Compe55vebusiness Verygoodrela5onshipamongteam

members

Overall

Highjobsa5sfac5on Requireknowledgeofproductsinall

aspectsaswellasvisibilityofKrungsri

bankbusiness

Confortabletoworkinthescopeofwork

Needtounfoldpoten5al

Employee

Strength

Increasecustomersa5sfac5on

todrawmorecustomersto

thebranchisneededinordertoincreasesales

Highcustomersa5sfac5on

andneedtomaintain

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PHASE2:Discovery&DialogueChallenging/Opportunity

STAY

GoodTeamwork

SamegoalTrytoachievethesamegoal

Workinghard

STARTImproveservicequalitySmile/Serverightneed

Improveproductknowledge

Increasemo5va5on

ShiXthemindsettosell

Holis5cviewofothersbankingbusiness

STOPPoor5memanagementofemployeeworkingshiX

SilomindsetThisisnotmyjob

Notupdatethenew

informa5on

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PHASE3:Feedback&DecisiontoActProposetheplan

PreODI

30mul6ratorassessmentresultAreasofmeasurementin

theassessmenttoassess

thepercep5onofbranch

Managerssubordinate,boss

andpeertowardsherare:reinforcingfeedbackstrategiccommunica5on

Powertoconvince/mo5vate

UnderstandothersListening

CollectthedatatowardsSales

revenueandcompare

intermofranking

withotherbranches

aswellasother

bankingbusiness

ODI

Execu6veCoaching6months

AdvisoryClinicRedesignProcess

Workshop:1day

PostODI

30mul6ratorassessmentresultAreasofmeasurementin

theassessmenttoassess

thepercep5onofbranch

Managerssubordinate,boss

andpeertowardsherare:reinforcingfeedbackstrategiccommunica5on

Powertoconvince/mo5vate

UnderstandothersListening

CollectthedatatowardsSales

revenueandcompare

intermofranking

withotherbranches

aswellasother

bankingbusiness 10


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PHASE3:Feedback&DecisiontoActProposetheplan

LongTerm(Target:Manager)Execu6veCoaching6months1-on-1CoachingProjectassignmentOnsiteobserva5on&Feedback

ShortTerm(Target:Mass)QuickWinAdvisoryclinic1Day

Brochure

HeadBanner

Listening

Strategic

communica6on

Reinforcing

Feedback

Understand

other

PowertoConvince/

Mo6vate

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ProgramObjec6veExecu6vecoachingtounderstandthecoreconceptofareastoreinforcethecoacheetoshare/updatethetrendofotherbanksaswellwesharesuccesstobuildmo5va5on

toreinforcethecoacheetochecktheproductknowledgeofthestaffandprovidetofillinknowledgetoprovidethefeedbackforcoacheetogetimprovement

ProgramObjec6veQuickwintofacilitateandunfoldthegroupofpar5cipantstogetsomeideatoenergizethesalestarget

PHASE3:Feedback&DecisiontoActProgramObjec've

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PHASE4:Engagement&Implementa6onAc'vi'esExecu'veCoaching6months

Ini5alCoaching:1hr.(Phone)

OverviewoftheprogramSetgroundruleBrieftheobjec5veandexpectedoutcome

1-on-1Coaching:5sessionsx3hrs

Strategiccommunica5onListeningUnderstandotherPowertoConvince/Mo5vateReinforcingFeedback

Projectassignment

InteractwithtargetgroupUTLandcollectinforma5onascoached

OnsiteObserva5on&

Feedback

2sessionsx1hr

Observethebehaviorandprovide

feedback

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PHASE4:Engagement&Implementa6onAdvisoryClinicRedesignProcessWorkshop:1day

100% 150%ServiceProcess

Redesign

Addingademandtriggeragentintoafront

officeserviceprocessbymaximizing

queuinglinewhilemaintainingqualityof

serviceatcounter

Marke6ngRedesign Crea5ngexperienceofYakMeeNgernDernMaKrungsri(Wanttohavemoney.

CometoKrungsri).Pre-definingfinancial

servicesforeachtargetgroupofthebranch.

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PHASE4:Engagement&Implementa6onRedesignedProcessWorkshopAgenda

SWOTcurrentfrontofficeprocess Understandingofimpactofrolesandresponsibilitytoward

KPIs

Redefini5onofBranchsKPIs Designthenewprocess

Marke5ngtechniquesin21stcentury SWOTcurrentmarke5ngac5vi5es Fieldcompe55on RedesignMarke5ng

Morning

AXernoon

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PHASE4:Engagement&Implementa6onImplementa'onPlanExecu'veCoaching6months

Month1 Month2 Month3 Month4 Month5 Month

Week1

Week2

Week3

Week4

Ini5al

Coaching:

1hr.(Phone)

Strategic

Communi-ca5on

3hr.

Listening

3hr.

Project

assignment

Listening

Understand

Other(Basedondata

collected

mo5va5on&value)

3hr.

Powerto

Convince&Mo5vate

(Basedondata

analyzed

mo5va5on&value)

3hr.

Project

assignment(Analyzedatacollected)

Project

assignment(Mappingtoeach

staff)

Reinforcing

Feedback(Basedondata

mapping

mo5va5on&value)

3hr.

Observa5on

1hr

Observa5on

1hr

ProjectCloseDeliverthe

Feedbackbasedon

observa5on

1.hrs

Mondaytalk

-Sharesuccess-Updatetrend-Productknow.tes5ng

Mondaytalk


Mondaytalk


Mondaytalk


Mondaytalk


Mondaytalk


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PHASE5:Extension,RecycleorTerminatePossibleoutcome

Managerknowhowtomakethosecoreconceptsinac5onPercep5onoftheUTLtowardssellingchangeasshowninthe360mul5ratorassessmentresult

Mo5va5onincreaseUTLproductknowledgeincreaseUTLHolis5cviewofothersbankingbusiness

Confidentandrespondtoclientsneedmoreeffec5vely

SALESGROWTH

100%-150%SoSideEnhance

troughcoaching

HardSideEnhance

troughproductproviding

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S1Ini6alcoaching

Strategic

communica6on S2

Listening S3

Understanding

OtherPowerto

Convince/Mo6vate

S5

Reinforcing

Feedback

S

ProjectassignmentSharetrend

Productknowledgetes3ng

S4

ProcessRedesignWorkshop

AdvisoryClinic

1Day


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Back-Up

Corporate

Background

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CorporateBackground

EstablishedonJanuary27,194 ListedontheStockExchangeofThailandin1977 ThefiXhlargestbankinThailandintermsofloansand

deposits

Afullrangeofbankingservicestobothcommercialandindividualcustomers.

FactSheet:hps://www.krungsri.com/imgUpload/file/pdf/FactSheet3Q12EUnreviewed.pdf

Ref:hps://www.krungsri.com/en/about-us-lis5ng.aspx?cid=44 20


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CorporateVision&Value

OneKRUNGSRI:Oneteamofemployeesadvoca6ngourproductsand

services,dedicatedtobecomingourcustomers'numberOnepreferred

Bank"

Vision

Integrity TeamSpirit CustomerCentricity PassionforExcellence EmbracingChanges

CoreValue

Ref:hps://www.krungsri.com/en/about-us-lis5ng.aspx?cid=42

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ServicePorolio

PersonalBanking

DepositProducts

InvestmentProducts

LoanProducts

CardProducts

KRUNGSRIBancassuranceLifeKRUNGSRIe-Channels

BankingServices

ExclusiveBanking

KrungsriExclusive

KrungsriExclusiveProductsandServices

KrungsriExclusivePrivileges

KrungsriExclusivePromo5onsandAc5vi5es

KrungsriExclusiveInvestmentInsightsKrungsriExclusiveCenters

CorporateBanking

DepositProductsCorporateLoan

TreasuryProducts

TradeServices

CashManagement

InvestmentProducts

Securi5esServices

BankingServices

SMEBanking

AutoLoanCardProducts

FundManagement

BROKERAGE

KRUNGSRIProperty

Subsidiaries

hps://www.krungsri.com/en/index.aspxRef: 22


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Organiza6onChart

Ref:hps://www.krungsri.com/en/about-us-lis5ng.aspx?cid=1

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MM19forMM80

Group1TeamMember

VinodKumarSingh

551-9339

ToungratSrinoot

551-9334

NoanHarn

551-9330

RachWongwisidth551-9109

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krungsri case customerversion

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