october 10, 2007 quality of service and customer services colombia juan carlos arjona, commercial...
TRANSCRIPT
October 10, 2007
Quality of Service and Customer Services
Colombia
Juan Carlos Arjona, Commercial Vice President
High Quality for Customer Service 2
Company of the Future - Vision
Current Business Improvement
time
Results
Today
Strategic SupportStrategic Objectives
Key Factors
Strategic Outlook 2012 – Deceval in the future
High Quality for Customer Service 3
Strategic Outlook 2012 – Vision
Corporate Vision – A dream for the future
To be recognized by our interest groups (customers) as
experts in obtaining comprehensive solutions for the
management of instruments that are representative of their rights.
High Quality for Customer Service 4
Provide an excellent service, thereby satisfying our customer’s needs at the
highest achievable level.
1
Strategic Outlook 2012
OBJECTIVES DESIGNED FOR THE CUSTOMER
Reach high technology standards in order to provide our customers with an
efficient and safe system that will support the fluidity of the market.
3
Design a business strategy based on continuous improvement in our
processes, products and services.
2
Obtain economic and financial results that will guarantee a sustained long
term profitability for the shareholders.
5
Provide Human Resources with the necessary skills to improve the
performance of corporate responsibilities in order to carry out the
strategies.
4
High Quality for Customer Service 5
Personal-ValuesPersonal-Values Technical-rational Technical-rational ValuesValues
Trust (4.68)
Security (4.74)
Sobriety (4.68) Planning for the Future (4.47)
Expectations –Expectations –Personal & rationalPersonal & rational
Communications (4.27)
Technology (4.35)
Diverse products (4.26)
Coverage (4.24)
Fees (3.52)
Soundness (4.66)
Source: CDM Market research company
Deceval’s Image and Services
RatingRating
Excellent
VeryGood
Good
Fair
High Quality for Customer Service 6
4.52
4.334.33
4.50
4.434.364.30
4.65
4.444.39
4.45
4.464.444.44
4
5
TOTAL FINANCIAL EXCHANGE PUBLIC BOGOTA CALI MEDELLIN
PERCEPTION INDEX REAL INDEX
A
V
E
R
A
G
E
54%
3%
43%
IMPROVEDNO CHANGEWORSE
43%No change
54%Improved
3% Worse
Deceval’s Service Satisfaction Index
High Quality for Customer Service 7
Customers
Customer Service Focus at Deceval
Issuers
Shareholders
DirectDepositors
IndirectDepositors
Shareholder’s Office
Web Site
Help desk
Call center
Point of contact Feedback
Customer services Management
Claims•Against Deceval
•Against Customers
Commercial calls
Call center
Call center
Commercial calls
High Quality for Customer Service 8
Objectives are
quantified by the
company’s Balanced
Score Card and
consistent with its
business strategy 2007 -
2012
1. Customer satisfaction.
OBJECTIVE
2. Strengthen and enhance
existing products
3. Design new products and services.
5. Strengthen Human Resources
4. Technological enhancement
Objectives Designed for Customers
High Quality for Customer Service 9
Development of New Products and Services 2007
Ava
nce
en
treg
able
s
Tiempo Implementación
Dematerialization of promissory notes
Back Office of joint portfolios
Service for temporary securities lending
Product for private equity funds
Trade in the secondary OTC market
Dematerialization of invoices
“Development of products and services designed to fit the needs of the market and of our customers”
High Quality for Customer Service 10
Strengthen and Enhance Existing Products 2007
Management of complete TES
Enhance the delivery versus payment unit
Implantation of the national numbering agency
Management of all international securities, establishment of custody services and the development of associated complementary services (Securities lending, currency conversion, reinvestments, repos, short term investments, trade of foreign securities in Colombia)
Products and Services
“Enhancement of current products and services in order to meet market and our customer’s needs”
High Quality for Customer Service 11
Technological Enhancement
“Provide our customers with an efficient and safe system supporting the market’s liquidity.”
•Development and launching of the Core System with the Java J2EE Platform
Activities
•SIID System converted and implemented in accordance with the foreseen timetable
Objectives
•Alignment with Corporate Strategic Planning and the adoption and design of an IT IT Governance model for the company
•Developing the program for technological enhancement for 2007
High Quality for Customer Service 12
Enhanced Human Resources
• Aligning Human Resources with Deceval’s strategies in the following fields:
“Human Resources, well trained in corporate responsibilities in order to provide an excellent customer service.”
Management by areas of responsibility
Training and company environment
Satisfaction
Structure