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CHANGE MANAGEMENT & HR TRAINING

MRS.S.A.PANSE.
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ISSUES FOR DISCUSSION
 CHANGES BEING BROUGHT ABOUT BY CBS


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ADOPTION PHYSICAL CHANGES CHANGES AT PSYCHOLOGICAL LEVEL BUSINESS PROCESS RE-ENGINEERING NEED FOR TRAINING DIFFERENT TYPES OF TRAINING TRAINING INFRASTRUCUTRE

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CHANGES BEING BROUGHT ABOUT THROUGH CBS
 CUSTOMER OF A BANK INSTEAD OF A BRANCH.  EASE OF INTRODUCTION OF MULTIPLE DELIVERY

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CHANNELS LEADING TO CUSTOMER CONVENIENCE. NEED OF CUSTOMER TO COME TO THE BRANCH MINIMISED. IMPORTANCE OF A BRANCH GOES DOWN. DATA STORED AT CENTRAL LOCATION AND THE DAY END RESULTS ARE AVAILABLE ON THE NEXT DAY. LEADING TO LACK OF SENSE OF BELONGING & LACK OF CONTROL BY THE BRANCH STAFF. CONTROL OVER CUSTOMER INFORMATION- A NEW CHALLENGE.
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PHYSICAL CHANGES
 DATA IS NOW AVAILABLE AT A CENTRAL LOCATION


DATA CENTRE. ICT (INFORMATION & COMMUNICATION TECHNOLOGY) - PLAY AN IMPORTANT ROLE IN THE SMOOTH FUNCTIONING OF THE BRANCH. NO CONTROL ON THE SMOOTH WORKING OF THE BRANCH AS DEPENDENCY ON CONNECTIVITY. DUE TO ALTERNATE DELIVERY CHANNELS, CUSTOMER FOOT FALLS GET REDUCED IN THE BRANCH. PHYSICAL LAYOUT OF THE BRANCH UNDERGOES CHANGE SINCE BACK OFFICE FUNCTIONS GET SHIFTED TO DC.
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CHANGES AT PSYCHOLOGICAL LEVEL
 BRANCH HEAD FEELS GETTING   

ALIENATED FROM THE BRANCH. CONTROL OVER THE BRANCH APPEARS TO BE SLIPPING. BUSINESS FIGURES OF A DAY AVAILABLE ONLY ON THE NEXT DAY. ANY BRANCH BANKING BRINGS CUSTOMERS OF OTHER BRANCHES TO THE BRANCH LEADING TO LOGISTIC PROBLEMS. PERSONAL RAPPORT WITH BRANCH CUSTOMERS GETS AFFECTED.
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BUSINESS PROCESS REENGINEERING
 CENTRALISED DATA BASE AND 24/7 AVAILABILITY OF

DATA OPENS IMMENSE OPPORTUNITIES FROM 1. CUSTOMER POINT OF VIEW . 2. MIS & BUSINESS INTELLIGENCE.  DUPLICATION OF ACTIVITIES CAN BE DONE AWAY WITH ACROSS THE ORGANISATION BY INTRODUCING STPSTRAIGHT THROUGH PROCESSING.  BUSINESS PROCESSES ACROSS THE ORGANISATION NEED TO BE REVIEWED TO CULL OUT DUPLICATION IN VARIOUS ACTIVITES.  CENTRALISATION OF VARIOUS ACTIVITIES ACROSS THE ORGANISATION CAN BE BROUGHT ABOUT TO REDUCE MAN POWER NEEDS.  REVISIT THE MAN POWER REQUIREMENTS ACROSS THE BRANCHES/ CONTROLLING OFFICES.

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NEED FOR TRAINING
 ESTABLISHMENT OF THE CORE TEAM TO

DRIVE THE ENTIRE CBS PROJECT.  PRE-MIGRATION TRAINING ACROSS THE ORGANISATION ESSENTIAL.  RELIEVING TEAM TO BE TRAINED IN THE EXISTING SOFTWARE TO MANAGE THE BRANCHES WHEN THE BRANCH STAFF GOES FOR TRAINING.  DURING THE IMPLEMENTATION PHASE, THE BRANCH NEEDS TO BE GIVEN ON-SITE SUPPORT FOR A MINIMUM PERIOD OF 2-3 WEEKS.
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NEED FOR TRAINING
 POST MIGRATION TRAINING ESSENTIAL

FOR THE BRANCH STAFF AFTER THE BRANCH IS STABILISED ON CORE BANKING SOLUTION.  MODULAR TRAINING NECESSARY FOR THE BRANCH STAFF.  CONTROLLING OFFICE STAFF ALSO NEEDS TO BE TRAINED ON THE CBS SOLUTION.  TOP DOWN APPROACH IS ESSENTIAL IN TRAINING FOR HIGH ACCEPTIBILITY ACROSS THE ORGANISATION.
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DIFFERENT TYPES OF TRAINING
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FOR THE CORE TEAM FOR THE CORE IMPLEMENTATION TEAM TRAINERS’ TRAINING PRE-MIGRATION TRAINING POST MIGRATION TRAINING FOR VARIOUS LINE FUNCTIONS FOR THE BRANCH MANAGERS FOR THE STAFF AT CONTROLLING OFFICES  FOR THE EXECUTIVES  FOR THE TOP MANAGEMENT
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DEVELOPMENT OF TRAINING INFRASTRUCTURE
 ESTABLISHMENT OF VARIOUS COMPUTER LABS

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ACROSS THE COUNTRY COVERING ALL THE BRANCHES FOR HANDS ON TRAINING. TRAINING INSTITUTE FOR THE EXECUTIVES AND BRANCH HEADS. ESTABLISHMENT OF PROJECT MANAGEMENT OFFICE FOR THE CORE TEAM TO TAKE CARE OF1.MIGRATION ACTIVITY 2.PRODUCT DEVELOPMENT 3.ESTABLISHMENT OF BASIC INFRASTRUCTURE – HARDWARE, SOFTWARE, COMMUNICATION EQUIPMENT ETC. 4.HELP DESK ESTABLISHMENT OF A 24/7 CALL CENTRE. PREPARATION OF JOB CARDS AND MANUAL.
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CUSTOMER CENTRIC INITIATIVES
 EDUCATE & PREPARE THE CUSTOMERS FOR THE   

PROPOSED CHANGES. PUT UP POSTERS AND LEAFLETS FOR THE BENEFIT OF THE CUSTOMERS. TRAINING SESSIONS FOR THE CUSTOMERS TO INITIATE THEM IN CBS. CUSTOMER EDUCATION AN ON GOING PROCESS FOR VARIOUS NEW DELIVERY CHANNELS BEING INTRODUCED BY THE BANK AND BENEFITS OF THESE INITIATIVES. EDUCATE ON THE SECURITY ASPECTS AND THE CARE THAT NEEDS TO BE TAKEN FOR DATA AS WELL AS FINANCIAL SECURITY.
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CHANGES ACROSS THE ORGANISATION
 ORGANISATION BECOMES LEANER, FLATTER WITH  

SPECIFIC BUSINESS VERTICALS. DATA SECURITY GAINS MAXIMUM IMPORTANCE. NECESSARY AWARENESS AMONGST THE STAFF & CUSTOMER NEEDS TO BE CREATED ON DATA SECURITY, DATA HACKING, DATA THEFT RESULTING IN FINANCIAL LOSSES. CRM BECOMES A PRIME NEED TO WORK OUT CUSTOMER PROFITABILITY & PRODUCT PROFITABILITY. TECHNOLOGY BECOMES ALL PERVASVE ACROSS THE ORGANISATION AND HENCE THE ENTIRE STAFF NEEDS TO BE IT SAVVY ESPECIALLY THE TOP MANAGEMENT.

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THANK YOU

CAN WE DISCUSS ANY ISSUES?

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