The challenge.
The client provides various
back office operations services to small banks through its Business
Services model. Bank market outsourcing clients demanded that these
services truly provide value in terms of service quality, managing
costs and enhanced end customer offerings. The client also wanted to
comply with banking regulatory guidance, which recommended that all
outsourcing contracts should include performance benchmarks that
define minimum service-level requirements.
They asked us to create a program which would provide them with
meaningful performance benchmarks, minimum service requirements
and the appropriate tools and information to monitor and manage
business results.
Our solution.
We developed an in-house
application to be used within the client's
network by various
relationship managers. The application front end is
Microsoft
Visual Basic 6.0. The application framework is a standard MDI
GUI
application with the backend being SQL Server 7.0. The
application
has a scheduler written in Microsoft Visual Basic
6.0. Reports are
generated in Microsoft Excel 2000.
The system features a reporting component which would
identify
transaction volume and service trends and communicate to
clients. We
also compiled and calculated contractual performance
standard reports
for review of relationship managers.
Since most of the data required for compilation of the Service
Levels
had to be extracted from the mainframe, we opted for using
the open
architecture framework for data retrieval which, among
other advantages,
allowed for fast and efficient retrieval of
required information from
the core legacy system in the desired
format.
The results.
- Reduction in manual effort by 50%.
- Establishment of performance expectations with current and
prospective clients.
- Articulation of recommended “best practices” based on the
client’s industry expertise.
- Early recognition of potential sub-standard performance trends
though various reports.
- Recognition of exceptional service.
- Clear differentiation of offerings from those of the
competition.
