Excellence opérationnelle
Overall issues
Driving new efficiencies
- Operating model changes
The new cost and efficiency operating model for retail banking.
- Technological changes
The role of technology in driving operational efficiency improvements. How to maximise the benefit of automation initiatives.
- Organisational changes
Creating an operational performance culture. The role and positioning of operations in the Financial Services organisation. Setting responsibilities and structures for operational management.
Delivering and measuring performance
- Implementation
Implementing large scale operational change. People performance: driving superior individual and team operating performance levels.
- Process management transformation
New developments and success stories. The use of lean methodology in driving efficiency improvements. Learning from other industries.
- Measurement and targeting
Operational benchmarking – how can a bank know how well it is performing? Using the right measures and ensuring their effective implementation.
Efma studies
"Cost-to-serve" - Kurt Salmon (February 2012)
Lessons from the most recent conference
"Operational excellence 2012", Paris, on Jeudi 16 au vendredi 17 février 2012
The following presentations have been rated by the audience as the three best speeches of the conference :
- "Relentless pursuit of operational simplification"
Laura Jamieson, Head of Operational Excellence, UK Retail and Business Banking at Barclays Bank - "Towards operational excellence in the front-line of retail banking"
Hans Arnum, Deputy Head of Banking at Nordea Bank (Denmark) - "Introducing and sustaining operational excellence: a 15-year perspective"
Carole Plant, Head of Business Process Re-Engineering EMEA O&T at Citigroup
