Commonwealth Bank Of Australia · ASX:CBA
Commonwealth Bank Of Australia — Corporate Update (August 2004)
18 slides from Commonwealth Bank Of Australia's corporate update, Aug 13, 2004
Slide 1: Progress Update
Progress Update David Murray Chief Executive Officer 11 August 2004 www.commbank.com.au
Slide 2: Disclaimer
Disclaimer The material that follows is a presentation of general background information about the Bank's activities current at the date of the presentation, 11 August 2004. It is information given in summary form and does not purport to be complete. It is not intended to be relied upon as advice to
Slide 3: Which new Bank
Which new Bank Our achievements - first nine months completed successfully Our progress - we are changing the way we do things Our people - engagement in excess of expectations Our customers - relationship is strengthening Our focus - executing 2004/05 priorities
Slide 4: Reminder - there are three themes to our service transformation
Reminder - there are three themes to our service transformation Simple processes that are fast, accurate and efficient 'To excel in customer service' Customer service that is responsive, convenient and reliable via Engaged people who are empowered, motivated and skilled to deliver Supported by Throu
Slide 5: Our achievements - first nine months completed successfully
Our achievements - first nine months completed successfully June 2004 milestones completed as planned 2003/04 spend delivered within planned investment 2003/04 benefits exceeded targets Market shares broadly stable Staff are engaged
Slide 6: Our achievements - June milestones completed as planned
Our achievements - June 04 milestones completed as planned 1. Centre for Adviser Development - launch 2. Service & Sales Management - 13,000 staff 3. Branch sales effectiveness training - over 3,000 staff 4. CommSee - Launch in Tasmania 5. Branches - refurbish 125 6. Business banking redesign - comp
Slide 7: We are changing the way we do things - Service and Sales Management
We are changing the way we do things - - Service and Sales Management * Cross sales ratio is a measure based on the number of additional products at the opening of a new Transaction or Savings account. Focussing on service in everything we do Continuous reinforcement of service behaviours Implementi
Slide 8: We are changing the way we do things - CommWay
We are changing the way we do things - CommWay Viewing processes from the customer's perspective Emphasis on training and continuous improvement Aiming for 15% efficiency and up to 50% turnaround time improvements Credit decisioning Cheque processing Merchant acquisition new accounts Third Party hom
Slide 9: We are changing the way we do things - Support Function Redesign
We are changing the way we do things - Support Function Redesign Aligning head office functions to support customer-facing areas Implementation of 14 redesigned functions commenced Benefit realisation of >$100m pa on track Function Example of change Finance Human Resources Legal Eliminate duplicatio
Slide 10: We are changing the way we do things - IT Efficiency and Procurement
We are changing the way we do things - IT Efficiency and Procurement Key IT services reviewed Systematic approach to all procurement being implemented Targeting efficiency savings >$100m pa 9200 9400 9600 9800 10000 10200 10400 10600 10800 11000 11200 11400 Mar-04 Apr-04 May-04 Jun-04 Month Hours us
Slide 11: Our People - Engagement in excess of expectations
Our People - Engagement in excess of expectations Leading by example Reinforcing behaviours as well as outcomes Staff have been significantly engaged throughout Which new Bank 2004 Gallup Workplace survey Source: Gallup Organisation Note: Gallup Workplace Survey was not commissioned by the Bank in 2
Slide 12: Our customers - Relationship is strengthening
Our customers - Relationship is strengthening 5.7 5.8 5.8 6.1 5 6 7 Apr-Jun 03 Jul-Sep 03 Oct-Dec 03 Jan-Mar 04 Score Time Strength of relationship 6.1 Apr-Jun 04 Strength of relationship building Rigorous monitoring of customer service standards Results are encouraging
Slide 13: Our focus - June milestones
Our focus - June 05 milestones 1. Service & Sales Management - remaining staff trained 2. Branch Refurbishment - refurbish 125 3. NetBank - new service implemented 4. CommSee - platform built and deployment commenced 5. CommSee - 40% customer-facing staff trained 6. Segment Model - pilot completed 7
Slide 14: Which new Bank - our approach is different
Which new Bank - our approach is different Across the Bank we share a single vision - to excel in customer service Our people, systems, performance and culture are all being interconnected and aligned Evidence is that there is collaboration and development of common systems across the business
Slide 15: 2005 outlook - Economy
2005 outlook - Economy Global Noticeable improvement Expected monetary tightening Domestic Continued good performance Domestic spending growth slowing Housing slow down manageable
Slide 16: 2005 outlook - Bank
2005 outlook - Bank Subject to current market conditions continuing: Over the three years 2004-2006 we will deliver: Cash EPS growth exceeding 10% CAGR 4-6% CAGR productivity improvements Profitable market share growth across major product lines Increases in dividend per share each year Significantl
Slide 17: Highlights
Highlights Results - very good Which new Bank - meeting expectations Staff - enthusiastic, participating and engaged Outlook - positive for the Bank
Slide 18: Progress Update
Progress Update David Murray Chief Executive Officer 11 August 2004 www.commbank.com.au
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