Commonwealth Bank Of Australia · ASX:CBA
Commonwealth Bank Of Australia — Corporate Update (November 2005)
10 slides from Commonwealth Bank Of Australia's corporate update, Nov 22, 2005
Slide 1: Which new Bank Update
Which new Bank Update Ralph Norris Chief Executive Officer 22 November 2005 www.commbank.com.au Which Bank
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, 22 November 2005. It is information given in summary form and does not purport to be complete. It is not intended to be relied upon as advice
Slide 3: Which new Bank: Supported by
Which new Bank Supported by, People * Service and = Leadership » CommWay Sales ‘ CommSee » Performance » Process Redesign / Systems Management Simplification » Branch Refurbishment » People * Support Function Development Redesign ype Which Bank ConmonwealthBark
Slide 4: Financial performance
Which new Bank financial performance Net benefits Investment spend ($m) ($m) = 634 601 200237 2003/04 2004/05 2005/06 2003/04 2004/05 2005/06 O Original Market Commitment O Actual { Commitment ee Which Bank ConmonwealthBark
Slide 5: Progress
Which new Bank progress » 30,200 staff completed Service and Sales training » 750 staff trained in CommWay tools and techniques = CommSee technical deployment complete » WM Advisor platform roll out 50% complete » 269 branches refurbished » Personal loan process simplified » Procurement and IT&T cos
Slide 6: Customer service improvements required
Customer service improvements required Strength of Relationship » Customer service measures yet to improve » Reflected in Strength of Relationship measure » Introduction of new systems : : Sep-03 Mar-04 Sep-04 Mar-05 Sep-05 Source: Research International and training Which Bank ConmonweailthBank
Slide 7: Our people are the foundation of our business
Our people are the foundation of our business Culture Survey: 2003-2005 (% agree) » Culture survey reflecting improved customer service We put the customer first | focus Clear idea of where CBAis yy headed » Workplace survey (Gallup) score in top quartile We have a ‘can do’ culture Easy to talk to p
Slide 8: Improving customer processes
Improving customer processes Customer Turn Around Time Improvements » 65 CommWay projects: RBS Credit Card Transaction Enquiries « 5,600 people involved « 49% turn-around time PBS Business . Support improvement — RBS Finance = 35% efficiency Settlements improvement | Direct Banking — Phase 2 « End-t
Slide 9: Focus ahead: what is important
Which new Bank is important Completing Which new Bank: « Disciplined approach to change effectiveness « Embedding cultural change and customer service Building on the Which new Bank platform: » Service and Sales « CommSee for Business Banking = Technology business strategy ype Which Bank Conmonweail
Slide 10: Update
Which new Bank Update Ralph Norris Chief Executive Officer 22 November 2005 www.commbank.com.au Which Bank
Commonwealth Bank of Australia — Corporate Update (November 2005) on 6ix