PegaWORLD 2014 Presentation: The 230 Year Journey to Service Excellence at BNY Mellon
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Transcript of PegaWORLD 2014 Presentation: The 230 Year Journey to Service Excellence at BNY Mellon
TRANSFORM. ADOPT. FOCUS.
CPI AIMS • Increase Client Satisfaction
• Increase Employee Satisfaction
• Increase Efficiency
• Eliminate Waste
• And Reduce Risk
POWERFUL. TRANSFORMATIVE.
FORTUNE 500, FORTUNE 1000, GLOBAL 500.
FACES. STORIES. INVESTMENTS.
#1#1#1
A GREAT AND LONG HISTORY
PART OF THE SOLUTION
STRONG CAPITAL POSITION
COMPLEXITY AND COST
ADJUSTING TO THE NEW NORMAL
2,OOO COMPANIES, 25 MILLION SHAREHOLDERS
TRANSFORM
>
4 SECONDS, NO MANUAL INTERVENTION
SAVINGS, HIGHER SERVICE QUALITY
FROM MANY TO ONE – A SINGLE INQUIRY PLATFROM
THE NEED TO DO MORE
POCKETS OF EXCELLENCE TO BEST PRACTICES
ACHIEVING SERVICE QUALITY AND PRODUCTIVITY LEADERSHIP
DEFINE, MEASURE, ANALYZE, IMPROVE, CONTROL
DIAGNOSE
DESIGN
IMPLEMENT
CPI IS NOT ONE SIZE FITS ALL
SHOULD WE BE DOING THIS?
WHY ARE WE DOING THIS?
WHO DO WE DO IT FOR?
TWO TEAM APPROACH
A CENTRALIZED TEAM
A DECENTRALIZED TEAM
DATA. DATA. DATA.
DATA. DATA. DATA.
CPI AIMS • Increase Client Satisfaction
• Increase Employee Satisfaction
• Increase Efficiency
• Eliminate Waste
• And Reduce Risk
230 YEARS YOUNG