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External
Social
performance
Competitive
performance
Financial
performance
Short –term
performance
Long–term
performance
Time
Departmental/
Funcional Areas
performance
Internal
Strategic Business
Areas / Government
Functions Performance
Multi-organization system:
territory or industry
performance
Shared strategic
resources
Accumulation
rate
Depletion
rate
Organizational
strategic resources
Accumulation
rate
Single organization system:
Financial, Competitive and
Social performance
Depletion
rate
ACTIVITIES
PROCESSES
“PRODUCTS”
To the external client
To the internal client
STRATEGIC
RESURCES
PERFORMANCE
DRIVERS
END
RESULTS
GOALS &
OBJECTIVES
ACTIVITIES &
PROCESSES
(ACTIONS)
PERFORMANCE
DRIVERS & ENDRESULTS
ACTIVITIES &
PROCESSES
(Actions)
Policy Levers
STRATEGIC
RESOURCES
GOALS &
OBJECTIVES
PERFORMANCE
DRIVERS &
END-RESULTS
(Results)
“PRODUCTS”
Macro-process 1 – Interview:
• Contact
• Setting the interview date
• Interview
• Customer profiling: risk orientation is analysed.
Macro-process 2 – Exam of the client’s investment Portfolio:
• Details on each single asset of the clients are inserted in a software to define the
client’s positioning on a “risk/yield” diagram, with respect to the “efficient frontier”
• A report positioning the client on the efficient frontier is printed
• The report is analyzed with the client
• A sale proposal is outlined.
Macro-process 3 – Sale of Financial Products:
• A follow up to the sale proposals is done through phone contacts
• A meeting with the client is agreed to propose a sale of financial products
• The client is met and products are sold
• Sale order data is inserted in the computer system
• The sale contract is printed and signed.
Macro-process 4 – Post-sale assistance:
• The market is monitored through periodic reports
• The client is periodically contacted
• The client’s anxiety is managed
• New contracts are signed with post-sale assistance clients.
MACRO
PROCESS 1
MACRO
PROCESS 2
Contact
with
customers
to profile
Customer
positioning on the
“efficient frontier”
Customer
profiling
Sale
proposal
MACRO
PROCESS 3
MACRO
PROCESS 4
2ND LEVEL
INTERMEDIAT
PRODUCTS
Setting up of a
meeting with the
client for sale
proposal
Post sale
assistance
contacts
Financial consulting contracts
subscription
1ST LEVEL
INTERMEDIAT
PRODUCTS
FINAL
PRODUCT
Customer Interview
base
schemes
Human
Deposits
Resources
Sales
proposal
ratio
Total sale
proposals
Information
systems
Market
Reports
Company
Image
Total subscribed
contracts
Contract
Profiling
effort ratio subscription Assistance
ratio
effort ratio
Clients to contact loss
rate
Change in the
customer base
Clients in
assistance
loss rate
Gross operating margin
per personal client
Change in
customer Gross operating margin
satisfaction from personal clients
MACRO PROCESS 1
Human
Resources
Clients
Interview
schemes
Deposits
MACRO PROCESS 2
Human
Resources
Information
Systems
Profiled
clients
MACRO PROCESS 3
Human
Resources
Information
Total Sales Systems
proposals
Actual
interviews
Clients positioned on
the “efficient frontier”
Agreed meetings with
clients to sell financial
products
Planned
interviews
Planned Clients
positioned on “efficient
frontier”
Planned meetings with
clients to sell
financial products
PROFILING EFFORT RATIO
SALE PROPOSAL RATIO
New profiled
clients
Sales proposals
issued
Planned new clients
to interview and
profile
Planned sales
proposals
MACRO
Hum
Resou
Total
sale
ASSISTAN
Agre
wit
a
Planne
client
CONTRACT SUBSCRIPTION RATIO
Subscribed sale
contracts
Sales contracts to
subscribe
C
as
l