Business Capability Model

Quick Guide
More and more organizations are turning to Business Capability Models to help guide
their digital transformations, but the creation of a model is not widely understood. This
introductory pack provides a clear template to create a business capability model
for your own organization, courtesy of the expert consultants of Orbus Software

1
 Business Capability Model MATURITY> Low Medium High

What is the Business Capability Model?

A common language for discussing what the Business does, and improvements needed to deliver against the Strategy .

1. Sales & Service – Customer & Product Management

Distribution Customer

Customer
Sales Loyalty Customer Customer Service
Branch Self Service Kiosk Online Banking Mobile Banking Call Centre ATM Marketing Relationship
Management Management Experience Management
Management

Investment Banking Commercial & Business Banking Retail Banking Wealth Management Insurance Non-life Insurance

Personal &
Corporate Cash & Liquidity Commercial Deposits & Secured Loans / Portfolio
Trading Life Health Accident Business
Finance Management Lending Liability Mortgages Management
Property

Personal &
International Commercial Cards / Payments & Financial Penson &
Research Custody Services Annuity Business
Trade Services Payments Unsecured Loans Remittances Planning Retirement
Casualty

2. Middle Office
Risk Management (Middle Office) Governance & Compliance

Corporate Performance
Financial Risk Modeling Market Risk Liquidity Risk Credit Risk Financial Control Reconciliation Audit
Management

Operational Risk Fraud / AML Actuarial Modeling Financial Reporting Regulations Compliance

3. Core Processing (Back Office)

Customer Information Banking Private Banking & Wealth Insurance Payments, Clearing &
Management Settlements
Customer and
Account Information Matching & Wealth / Asset
Trade Clearing Reconciliations Treasury Operations GL Posting Rating Domestic Payments
– Onboarding & Confirmations Management
Maintenance

CRM / Contact Statements & Account Analysis & Liability / Deposit International
Forex Corporate Actions Trust Policy Administration
History Advices Billing Servicing Payments

Cards – Issuance & Collateral Underwriting

Underwriting Loan Origination Loan Servicing Financial Messaging
Servicing Management

Collections Claims Processing

4. Corporate
Corporate Operations

Finance & Treasury Business Administration Procurement PMO IT Operations Strategy Human Resources
 Business Capability Model MATURITY> Low Medium High

How is it used?
1. Sales & Service – Customer & Product Management

Distribution 1. Common language for discussion with the Business Customer

Branch Self Service Kiosk

2. Helps to Answer
Online Banking
StrategicCall
Mobile Banking
Questions
Centre ATM Marketing
Sales
Management

- What is the level of maturity of our capabilities?

- What is the strategic importance of our capabilities?
- What is the level of differentiation?
Investment Banking Commercial & Business Banking Retail Banking Wealth Management
- What is the IT cost of capabilities?
Corporate - Which
Cash capabilities
& Liquidity are at risk?
Commercial Deposits & Secured Loans / Portfolio
Trading
Finance Management Lending Liability Mortgages Management
- Where should we invest to support our digital strategy?

International Commercial Cards / Payments & Financial

Research Custody Services Trade Services Payments Unsecured Loans Remittances Planning
 Business Capability Model MATURITY> Low Medium High

How does it Support the Strategy?

1. Sales & Service – Customer & Product Management

Distribution Customer

Sales
Branch Self Service Kiosk Online Banking Mobile Banking Call Centre ATM Marketing
Management

Investment Banking Commercial & Business Banking Retail Banking Wealth Management

Corporate Cash & Liquidity Commercial Deposits & Secured Loans / Portfolio
Trading
Finance Management Lending Liability Mortgages Management

International Commercial Cards / Payments & Financial

Research Custody Services Trade Services Payments Unsecured Loans Remittances Planning
 Business Capability Model MATURITY> Low Medium High

How is it supported by Applications?

1. Sales & Service – Customer & Product Management

Distribution CBS CBS-Online RSOBS1 Customer

Sales
Branch Self Service Kiosk Online Banking Mobile Banking Call Centre ATM Marketing
CBS-Mobile CBS-Rewards Management

Investment Banking Commercial & Business Banking Retail Banking Wealth Management

Corporate Cash & Liquidity Commercial Deposits & Secured Loans / Portfolio
Trading
Finance Management Lending Liability Mortgages Management

International Commercial Cards / Payments & Financial

Research Custody Services Trade Services Payments Unsecured Loans Remittances Planning
 Flexible Presentation – custom icons, charts, … and dashboards

Capability Gap
Capability
5

BUSINESS
ENVIRONMENT

OPTIMIZING
4
M M QUANTITATIVELY
MANAGED
A Legal Compliance A
I I
DEFINED

3 MANAGED

M M INITIAL
Capability
C C
Branch
2
CAPABILITY MATURIty

0
0 1 2 3 4 5
STRATEGIC IMPORTANCE >