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BFCSA: CommBank EX CEO Murray "idle promises 2009" then whammo 2014 version

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Our intrepid researcher Gladys has found these gems re CommBank.  In 2009 promised to have best consumer service in the 2010.

Then read the second story re David Murray

Commonwealth Bank Customer Service Promise

Posted December 28th, 2009 and last modified June 10th, 2014

The Commonwealth Bank customer service has been improved and a series of promises have been put in place so that customers can be happy and the bank can become the number one bank in Australia for customer service by June 2010.

At Commonwealth Bank customer service is a top priority and will continue to be so in the future. In the last three years this bank has worked towards its goal of becoming number one for customer satisfaction in Australia by June 2010. Every aspect of customer service has been refined including training, processes and systems.

Everyone has his own reasons for dealing with a bank, but in the end good customer service is paramount. They are inviting all of their customers to come in and see for themselves the improvements they have made, and to see that they are living up to all of the promises they have made, to make themselves number one in customer service. If you see any need for improvements they would more than welcome your input.

As a bank that has been given multiple awards, Commonwealth Bank customer service is what is important. Commonwealth wants to make every interaction with their customers a positive one, and want to exceed your expectations every time. The bank is determined to become the favorite bank in Australia. They have a lot to be proud of in their achievements and their people.

The Commonwealth Bank customer service promises:

  1. To keep their word on when they will get back to you, even if it’s today. CommBank promises to call you back on the same day unless they receive the message after 4 PM. In this case they will return your call by 10 AM on the next day of business. You will get a guaranteed call even if they don’t know the answer to your question. They will at least call to let you know that they are putting attention on the matter.
  2. To have ATMs everywhere you can have easy access to your accounts. They currently have more than 4000 ATMs throughout Australia, which is more than any other bank. Right now almost 90% of the Australian population lives closer than 5 km away from a Bankwest or Commonwealth Bank ATM. This convenience means that more customers can access their accounts at different places for free.
  3. To treat you as though you were visiting a five-star hotel. You will be greeted upon arrival by a concierge who will direct you to someone that can help you, whether you have to ask a question, make a transaction or need help from a specialist. They understand that time is an issue and want your visit to their bank to be easy, pleasant and fast.
  4. To offer you the best Commonwealth Bank customer service by talking to you like a real person, not just a customer. They will talk to you about other things than just finances. They understand that by knowing your financial and personal goals they will be able to help you find the best services and products. By finding out what your intentions are they can help you in many different ways. When a communication is started in this way there is a shared understanding between you and the bank, and it is no longer a place that merely tries to sell to you.
  5. To give you a health check financially to make sure that you do not have any accounts that you don’t need that are costing you extra in fees. They want you to be happy with their Commonwealth Bank customer service and are willing to do a no fee consultation about your current accounts. They will help you examine your goals and needs to help you find the best financial solutions. They will show you how you can pay the least amount of fees and help you make a monthly budget. They will also talk to you about their telephone banking service, their Netbank and their ATM machines so that it is convenient for you to access your money whenever you need to.

The Commonwealth Bank customer service promises listed above will make this bank number one in customer service throughout Australia by June 2010, and for many more years to come.

CBA IT staff relish life after Murray

Technology staff at the Commonwealth Bank (CBA) are ushering in the dawn of a new era in IT with the departure of their former CEO David Murray, Australia's harshest critic of technology's failings.  Murray, the man who infamously declared IT's promise fails to deliver, has clocked off for the last time, $14 million richer, after holding the CEO title at CBA for 13 years.

"David, four years ago, made a few comments. It was difficult," concedes CBA chief technology officer Sarv Girn of Murray's tenure.  Girn was selling the success of the CBA's $1.5 billion "Which New Bank?" process and technology re-engineering project to a crowded room of his banking IT peers at a conference in Sydney last week.

Core aspects of the project are due for completion by the end of this financial year and Girn maintains the CBA is making the project deliver on its silo-busting promises and primary deliverable's of a singular customer identity in a single repository, which are delivering a less fragmented view over multiple products with the CommSee CRM project bedded down and working.  However, he is more reserved about some of Which New Bank's more ambitious goals, especially the capability of the bank to reuse code quickly and easily and create applications on the fly, which forms part of the service oriented architecture (SOA) promise.

In terms of tangible results, Girn points to being able to halt the proliferation of disparate point solutions across various divisions of the bank, noting wealth management systems have been pruned from "11 to seven systems".  Even so, he maintains strategy, process and execution discipline must be strictly maintained to prevent scope and budget going sideways - especially the capability of being able to "capture and represent the implementation process".  "It avoided a lot of the infighting you tend to see. It limited the scope, so it didn't go to other areas," Girn said.

Girn's presentation offers a clear affirmation of the bank's internal IT capability to deliver, a capability he frankly concedes was lost in the deal that CBA made with EDS nearly a decade ago.

"Our history in outsourcing [meant] that we had very little IT capability. We had a hybrid-satellite model. But there was agreement [across the bank] of what had to be done: don't worry about the small fights," Girn says  Just where this leaves EDS and the CBA over the 10 years, Girn will not say.  But the post-Murray era has arrived; and the CBA's IT team knows it too.


Nine Reasons Why IT Outsourcing Fails


By Dennis McCafferty | Posted 2013-08-05


While there's been some pushback in recent years, the outsourcing of major information technology functions is still alive and well among U.S. organizations. In fact, technology accounts for 28 percent of outsourcing initiatives (human resources is second, accounting for 16 percent), and companies are saving an estimated 50 to 70 percent on IT spending as a result, according to recent research. This doesn't mean, however, that there aren't a number of transition pains.

For starters, outsourcing transactions typically take 23 to 46 weeks to complete, based on additional research. And half of managers surveyed say they have had to end an outsourcing arrangement due to reasons that include a lack of service quality, insufficient subject-matter expertise, poor communications or account management, and affordability issues. With that in mind, Janco Associates has come up with the following nine reasons why outsourcing initiatives fail. These reasons make it clear that pain points can come from both the outsourcing customer and provider sides, and blame can often be shared equally..............


Comment.........My favorite horror story was an outsourced financial package that went thru a new Indian team leader every few weeks. About half way thru the project, the Americans got a call from the Team leader du jour with a few questions. Does American use cash or accrual accounting?  With a feeling for impending doom, the American answered, "Accrual." This was followed by a lot of noise in Hindi on the other end, then response, Good! We guessed right!

Comment...........You left out the most important reason, the lack of loyalty to one's country and the denial of IT opportunities to American workers. Its great to see these companies that took away American jobs and opportunities fail. Hopefully, a few went out of business as it would teach them a lesson about karma. Serves them right and they're the reason for the ongoing recession


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