FirstBank H1'11 Investor & Analyst Presentation
Summary &
Strategy &
Transformation
Outlook
Risk Mgt &
Corporate
Governance
Financial
Review
Operating
Environment
Highlights
EXCELLENT
Strategic Delivery - Service Excellence
CPC & Branch Process Re-engineering: Full rollout of our centralised processing centre in
progress, with benefits being realised across multiple dimensions.
FirstBank
Since 1894
Centralised Processing Centre: Setup
Branch
Branch
Branch
FirstContact
CPC
Branch
Growth
Customer
Satisfaction
Efficiency
Branch
Account Opening: 150 branches
Salary processing: 415 branches
Retail Loan Processing: 89 branches
Key Performance
Measures
Faster
implementation of
new
processes/process
changes
• Improved cycle
time
• Reduced error
rates
⚫ standardisation
• Lower fixed cost per
transaction
Standardisation
•
Improved
compliance and
controls
•
•
.
Example results
© COT amendment setup
implementation
Cash handling charges
bankwide
• Significant growth in e-
product issuances and retail
loan when compared with
non-cpc branches
• Increase in salary schedules
and beneficiaries
• ~65% reduction in account
opening cycle time
~ 70% reduction in salary
processing time
~70% reduction in retail
loan processing time.
• Standardised requirements
across all CPC branches;
and standardised for of
delivery
70/30 noncore to core
staffing model
• Successful staff
redeployment (in tandem
with branch restructuring
exercise)
81% reduction in regulatory
exceptions in CPC branches
FirstBank H1'11 Investor & Analyst Presentation - 27/07/2011
31View entire presentation