Commonwealth Bank Of Australia · ASX:CBA
Commonwealth Bank Of Australia — Investor Presentation (August 2004)
18 slides from Commonwealth Bank Of Australia's investor presentation, Aug 11, 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 aa Which Bank Conmonweailt
Slide 4: Reminder - there are three themes to our service transformation
Reminder - there are three themes to our service transformation Through Customers are saying: “Know me, give me what I want and do it reliably” ype Which Bank ConmonweailthBak
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 ype Which Bank ConmonweailthBak
Slide 6: Our achievements - June milestones completed as planned
Our achievements - June 04 milestones completed as planned Dec 03 EF 4 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 bankin
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 Results of national retail implementation Focussing on Product sales per staff member service in v3 everything we do 108 107 « Continuous reinforcement of service be haviou rs Gross sales ratio* Bares * Implementing Bank-wide approa
Slide 8: We are changing the way we do things - CommWay
We are changing the way we do things - CommWay Turn around time improvements Viewing processes Merchant from the customer's acquisition | 70% . new perspective accounts | 11 days to 2.6 days Emphasis on training Credit 32% d ti decisioning an continuous 8 hours to 5.5 hours improvement Third Party .
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 Redesigning support function areas functions to support customer-facing areas » Finance Eliminate duplication and unnecessary activities « Implementation of 14 redesigned > Human » Develop easily accessible functio
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 Hours used Example: Mainframe processing efficiencies 11400 11200 11000 10800 8 8 Mar-04 Apr-04 May-04 J
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 Mean 2004 Gallup Workplace survey 3.99 3.84 3.95 3.30 1999 2001 2003 2004 Source: Gallup Organisation Note: Gallup Wor
Slide 12: Our customers - Relationship is strengthening
Our customers - Relationship is strengthening # Strength of relationship Strength of relationship building 7 Rigorous monitoring of customer service standards Score Results are encouraging 5 T Apr-Jun 03. Jul-Sep 03 Oct-Dec 03 Jan-Mar 04 Apr-Jun 04 Time ee Which Bank Conmonwealth Bark 42
Slide 13: Our focus - June milestones
Our focus - June 05 milestones Percentage complete Target date Service & Sales Management - remaining staff trained Jun 05 Jun 05 Mar 05 Apr 05 | Jun 05 Jun 05 Branch Refurbishment - refurbish 125 NetBank - new service implemented CommSee - platform built and deployment commenced CommSee - 40% custo
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 ype Which Bank ConmonwealthGark 15
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 « Signific
Slide 17: Highlights
Highlights = Results — very good = Which new Bank — meeting expectations « Staff — enthusiastic, participating and engaged = Outlook — positive for the Bank yet Which Bank ConmonweailthBak 17
Slide 18: Progress Update
Progress Update David Murray Chief Executive Officer 11 August 2004 www.commbank.com.au
Commonwealth Bank of Australia — Investor Presentation (August 2004) on 6ix