9. North American Clients Royal Bank of Canada Scotiabank SouthTrust Bank Sovereign Bank SunTrust Banks Susquehanna Bancshares Synovus Financial Tompkins County Trust Co TD Canada Trust Toyota Financial Services Trustmark Bank Union Bank of California Union Planters USAA U.S. Bancorp Valley Independent Bank Volkswagen Credit Volvo Finance N.A. Wachovia Washington Mutual Wells Fargo Bank Wells Fargo Mortgage Wilmington Savings F.S. WFS Financial World Omni Zions Bancorp IndyMac Bank J P Morgan Chase & Co Key Bank Marquette Bank MBNA Mellon Bank Mercantile Bancshares Michigan National Bank Mitsubishi Motors Credit of America, Inc. M & I Bank M & T Bank National City Bank National Penn Bank Nissan Motor Acceptance Overture Pacific Capital Bank PNC Bank Porsche Financial Services Primus Financial Services Provident Bank (MD) Provident Bank (NJ) Provident Bank (OH) RBC Centura Bank Regions Financial Corp. Richfield Bank & Trust Co. Countrywide Mortgage Daimler Chrysler Financial Services Dime Savings Bank Discover Financial Services Eagle Bank EMC Mortgage Company Fifth Third Bank First Hawaiian First Horizon Equity Lending First Tennessee Bank First Merit First Security Bank First Union Fleet Boston Ford Motor Credit Company GMAC Hancock Bank Harley-Davidson Financial Services Household Finance Hibernia Bank Huntington Bank Hyundai Motor Finance Co. Independence Community Bank ABN Amro/LaSalle Bank Advanta AllFirst American Honda Finance AmSouth Bank Arvest Bank Bancorp South Bank of America Bank of Hawaii Bank of Montreal Bank of New York Bank of Oklahoma Bank One BankFirst Corporation BMW Financial Services Center One Financial Services Charter One Auto Chevy Chase Bank Citizens Bank Citizens Financial CIBC CitiGroup Colonial Bank Commerce Bank (KS) Commerce Bank (NJ) Compass Bank
10. European Clients Austria BMW Financial Services Siemens Leasing Belgium Alphabet BMW Financial Services Interleasing Belgium France Autop France BMW Financial Services DaimlerChrysler Services DCS Fleet DIAC PSA Banque Volkswagen Financial Services Volvo Financial Services Germany ADAC ALD AutoLeasing Allbank Alphabet Fuhrparkmanagement ASL Auto Service-Leasing Athlon Deutschland BMW Bank BMW Financial Services DaimlerChrysler Bank DaimlerChrysler Services Fleet Mgmt. Fiat Bank Ford Bank Honda ING Car Lease Master Lease Nissan Bank Opel Bank PSA Finance Renault Bank Siemens Financial Services Toyota Bank Volkswagen Bank Volvo Financial Services Italy BMW Financial Services DaimlerChrysler Fin. Services Fiat SAVA FINGERMA Servizi Fin. PSA Finance Renault Nissan Credit Toyota Financial Services Volvo Financial Services Luxembourg Interleasing Luxembourg Netherlands Alphabet BMW Financial Services Hiltermann Lease Services Interleasing Nederland Portugal Renault Gest Spain Alphabe t BMW Financial Services Mercedes-Benz Credit PSA Banque Renault Financiacion Volkswagen Financial Services Volvo Financial Services Switzerland Alphabet BMW Financial Services United Kingdom Alphabet BMW Financial Services DaimlerChrysler Fin. Services DaimlerChrysler Services Fleet Mgmt. First National Motor Finance Ford Credit GMAC Europcar Fleet Management Lloyds TSB A utolease Lloyds UDT Nissan Finance Shell Capital Services Volkswagen Financial Services Volvo Financial Services
13. Key Assets Foundation of Success Knowledge Base Change Management BenchMark Consulting International People
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17. Change Management Assessment - Analyze an organization’s performance through objective, relative comparisons and subjective personal observations Design - Develop new or adjusted strategies, business processes, job descriptions, technology capabilities, and/or staff levels Implementation - Plan and manage organizational and operational changes through the direction of or participation with client personnel Change Management
33. Sample Deliverables Impact Matrix BenchMark Consulting Engagement Workflow Diagrams Process Attributes Performance GAP Analysis Project Plan Other Analytics Recommendations
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35. Why BenchMark Consulting? Strengths: ~ Financial Services Focus ~ Unsurpassed Depth in Analytical Methodology ~ Unique Database of “Best Practice” European and North American Processes ~ Experienced, Knowledgeable Consultants ~ Proven Success
36. Sample Case Studies (full listing of case studies available online at www.benchmarkinternational.com)
37. Origination Process Improvement Client Need: A regional bank wanted to review its sales processes and effectiveness for consumer, home equity, small business and mortgage products sold through the branch channel. Recent benchmarking exercises had shown that its branch home equity sales performed below industry averages. This also prompted a review of its origination processes to determine where opportunities for improvement might exist. Solution: BenchMark completed an assessment, which included visits to sample branches and the contact center to understand sales activities, assess employee product and process knowledge and skills. The client’s current performance was compared to that of best-in-class industry peers and from that analysis, recommendations regarding organizational reporting, application processing, underwriting and auto decisioning were made. BenchMark also recommended an increased branch focus for small business and mortgage originations. Results: The origination recommendations alone resulted in the identification of $1.1 million in annual savings. Sample Case Study
38. Consumer Loan Operations Tech and Process Performance Improvement Client Need: A top ten banking group in partnership with its loan accounting system software provider hired BenchMark to review its consumer loan operations performance related to peers and the industry. In addition, the client was interested in determining how it might better utilize the loan accounting software to enhance its day-to-day operations. Solution: BenchMark Consulting documented the current operating environment and compared it to that of industry peers utilizing its ‘high profile’ client database. A software Product Support Specialist provided technical expertise on features and functionality to determine whether the client was optimizing software use. Results: The client was a top performer in all processes reviewed resulting in a limited $85,000 of quantifiable benefits from the BenchMark opportunities and change recommendations. However, the client and software vendors both achieved their objectives to better understand performance related to the industry and total utilization of the loan accounting systems features and functionality. Sample Case Study
39. Loan Origination Improvements Client Need: The Consumer and Small Business Lending division of a super-regional bank expressed interest in improving application processing, underwriting, and document preparation performance by identifying best practice and scalable opportunities for process improvements, policy improvements, product standardization, and product delivery. Solution: Utilizing its knowledge base, BenchMark created process designs incorporating high performance attributes, prepared organizational recommendations, and developed change propositions to enhance operational efficiency and effectiveness. Results: Identified process change opportunities in application processing, underwriting, and document preparation valued to increase capacity 45% in Consumer Lending and 17% in Small Business Lending. Prepared implementation plan to deliver major change initiatives and was subsequently engaged for implementation. Sample Case Study
40. Consumer Lending Operations Assessment and Design Client Need: A $30+ Billion bank was interested in a performance assessment of its consumer loan operation along with its technology strategy to identify opportunities for performance improvement. Solution: BenchMark Consulting reviewed and documented the current operating environment including policies, processes, staffing and technology strategy. The client’s current performance was compared to that of best-in-class industry peers and from that analysis, recommendations regarding organization, policy, process workflow, staffing and prioritization plans for system acquisitions were developed. Results: BenchMark recommendations resulted in the identification of $2.6 - $4.0 Million in FTE reduction opportunity once all policy, system, organization and process changes are implemented. Sample Case Study
41. Optimizing Delivery Client Need: A mid-tier bank had recently gone through a major acquisition, along with conversion of all core systems to a new platform. The bank wanted to optimize operational processes and implement staffing level requirements to maintain service delivery while continuing its growth through acquisition strategy. Solution: BenchMark developed lending and deposit operations’ staffing models based on current and projected activity volumes. Staffing model development required a detailed review of consumer, mortgage, small business and commercial loan operations as well as the account services and cash management areas of deposit operations. As BenchMark performed its detailed review, opportunities for process improvement were documented. Results: The bank now has staffing models with which to project staffing requirements based upon anticipated future growth, and does not run the risk of being either over- or under-staffed. Implementation of BenchMark’s recommendations for process improvement, along with other identified expense reduction and revenue enhancement opportunities, will result in an annual benefit to the bank in excess of $1 million. Sample Case Study
42. Operating Expense Reduction and Revenue Enhancement Client Need: A $5 billion multi-charter community bank was interested in significantly decreasing its operating expenses and enhancing its revenue while developing an operating environment that would facilitate anticipated growth. Solution: BenchMark Consulting documented the current operating environment including technology, workflows, processes and procedures. The client’s current performance was compared to that of industry peers in the Benchmark database. From that analysis, alternative design proposals were developed, a desired alternative was selected, and a detailed design was developed and implemented using client teams. Results: Annual savings in excess of $6 million from the consolidation of common affiliate functions. A leveraged infrastructure was implemented to allow for anticipated growth. Management information was implemented to monitor key performance and metrics including service levels, employee performance, staffing models, staff scheduling tools, check clearing availability, project planning, issue tracking and resolution reporting. Sample Case Study
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