Tài liệu Cạnh tranh thông qua 3 nguyên tắc giá trị căn bản – Sự mong đợi từ phía khách hàng. HP Financial Services. Competing Through 3 Value Disciplines – A Customer’s Perspective docx

© 2005 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
HP Financial Services
Competing Through 3
Value Disciplines – A
Customer’s Perspective
Eng Chuan PUAY
Director of Enterprise Sales
Southeast Asia Region
May 2006
HP Confidential
Copyright © 2003 HP corporate presentation. All rights reserved. 2
HP in Asia Pacific & J apan
Korea
1984
J apan
1963
China
1985
Taiwan
1970
Hong Kong
1979
New Zealand
1967
Australia
1967
APJ
HQ
Singapore, 1970
India

1989
Asia emerging countries
•
Pakistan Brunei
•
Bangladesh Nepal
•
Sri Lanka Maldives
•
Cambodia Laos
Asia Pacific & J apan
•
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
Southeast Asia
•

Philippines 1995
•
Thailand 1989
•
Vietnam 1996
•
Malaysia 1972
•
Indonesia 1996
3
KOREA
SOUTH
PACIFIC
CHINA
SOUTH
EAST
ASIA
INDIA
HP Key Customers:
INDIA
Bank Of India –
Comprehens ive Outs ourc ing
SBI – Infras truc ture &
Outs o urcing
Bank Of Baro da – IT
trans formatio n
UCO Bank – Core banking
replac ement
KOREA
Korea Deve lopment Bank -

international rollo ut
Kookmin Bank – CRM, Debt Mgmt
Sys tem
Shinhan Bank, Wo ori Bank, KRX
CHINA
Bank of Shanghai
China Life – DCC
HuaXia Commercial Bank
China Cons truction Bank – Front-end
S ys te ms , S o ftware So lutions
S hanghai Pudo ng De velopme nt Bank –
Ris k Manag ement
Others : Shenzhen Stock Exc hang es ,
Agric ulture Bank Of China, PICC,
Ping An Ins urance, China Banking
Regulato ry Commis s ion, Bank of
Communications and others
OTHERS
Citic Ka Wah Bank
Bank Mandiri
Bank Central As ia
Singapore S tock Exchange
Citibank in As ia Pacific
ING in As ia Pac ific
4
Global Trends in Banking Services
1. Cost increase

Ageing technology


More sophisticated products requires newer systems

Serving new market requires better infrastructure
2. Extending new capabilities

Difficulty to keep up with new market or products

Shorter time-to-market due to greater competition

Limited system functionalities and resources to support business needs
3. Back office consolidation

Back office hubs in Asia to take advantage of lower cost of labour

Better technology infrastructure in Asia conducive for global consolidation
5
Global Trends in Banking Services
5. Merger and acquisition

Industry consolidation for economies of scale

Market liberalization weeds out weaker players

Global economy through WTO
6. Outsourcing of non-core business

Global banks are outsourcing back office operation to Asia

Asia banks are outsourcing non core activities


Variable cost versus fixed cost model
Copyright © 2003 HP corporate presentation. All rights reserved. 6
Impetus for Change – Value
Competition
•
Banks today compete by focusing on 3 value
disciplines
1. Customer Intimacy
2. Product differentiation
3. Cost leadership
Customer Intimacy
•
Single view of a
customer
•
Customer
segmentation
•
Relationship
management
PUSH PULL
Product differentiation
•
Structure products for
retail customer
•
Broader product
portfolio
•
Electronic invoice

presentment and payment
Value discipline
Cost leadership
•
Teller productivity
•
Backoffice hubbing
•
Technology innovation
Copyright © 2003 HP corporate presentation. All rights reserved. 7
Winning on Customer Intimacy
1. More granular customer segments
•
Citibank bank – Citigold banking
•
Standard Chartered Bank – Priority banking
•
Lady credit card, platinium credit cards
3. Better infrastructure
•
Internet banking/wireless banking
•
Improved call centre
•
Back office consolidation
2. Cosy modern branch layout
•
Coffee in a branch – Starbuck
•
Branch Investment officer

•
Wireless technology
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. 8
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
3. Better infrastructure
•
Electronic Invoice
Presentment and Payment
•
Global execution
2. Very niche products for high net worth
•
Highly specialised private banks
•
Non-investment grade bond specialist
•
Even broader product portfolio
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. 9
Winning on Cost Leadership
1. Consolidation of call centres
•
Regional and global call centre
•
Outsourcing of call centre services
•
Call centre technology upgrade
2. Better infrastructure
•
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. 10
Are Asian Banks rising to the
challenge?
•
What is your core competency?
•
Where is your market segment?

•
What is your value proposition?
Cus tome r Intimac y
C
o
s
t

L
e
a
d
e
r
s
h
i
p
Product Innovation
A co uple of cas e s tudy
11
Bank of Baroda - End-to-End
Transformation
•
Realignment of business processes
through leveraging of IT
implementation
•
Provide domestic and international
customers and partners with world-

class products and services 24x7
•
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
Business needs Business benefits
HP solution
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
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 multi-
channel banking, CRM, global
treasury, data warehousing, HR and
risk/performance management
•
Design, build, manage data- centers
with DR solutions
•
Design, deploy, manage network
implementation
Agility
Value
Simplicity
•
Faster reporting and decision
making capability
•
Scalability and robustness
•
Compliance through better risk
management

•
Improved productivity
•
Competitive edge through
world-class customer service
•
360 degree view of customer
•
Single sign-on capability for
employees and customers
Fourth large s t s tate -owne d bank, 2800 branche s nationwide, pre s e nce in 21 countries and more
than 30 m illion cus tom e rs
Customer Intimacy
Cost Leadership
Product Innovation
12
Bank of Shanghai
•
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
Business needs Business benefits
HP solution
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
•
Systems Integration of
products and services
including Temenos Core
Banking application
•
Project Management of the
migration and contract
•
3 year IT operations service
for ASP ‘Finance Lab’
Agility
Value
Simplicity
•
Management of risk thru
operational excellence
•

New delivery channels
•
Product quality
•
Product lifecycle mgmt.
•
Focused customer service
•
Increased profitability of
products and customers
•
Comprehensive,integrated
products and services
delivered quickly and easily
One of the fas te s t growing com m ercial bank with foreign stake s including HS BC, 200 branche s
nationwide serving about 18 million customers
Customer Intimacy
Cost Leadership
Product Innovation
13
Foreign Banks’ Investment in China’s growing retail
banking market
Shorten the learning curve through
global partnering
Product Innovation
14
Profile o f 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.
Thank You