A few words about the Financial Services Industry

金融服务目前正见证着技术的加速发展,这对每个参与者来说既是风险也是机遇。这股进步的浪潮正在彻底重塑行业的格局,使灵活的公司能够创造新产品,更好地服务于传统和新客户。公司面临着无情的压力,要通过业务流程的数字化和员工队伍的转变来提高生产力。在一个严格监管的环境中运作,每个部门的金融服务公司都面临着激烈的竞争和日益增长的适应和变革的压力。

As the industry becomes increasingly digitized, the Kepner-Tregoe troubleshooting approach has been integrated into leading service management organizations. Working with KT helps companies improve customer support and accelerate resolution of critical IT issues. ITSM consulting and capability development services from Kepner-Tregoe are best-of-breed based on the immediacy and depth of their impact. They measurably lower costs, heighten confidence, and help companies provide a better overall customer experience.

KT improves the way work is done at financial services companies in a variety of ways. Our analytic approach to decision making is used by executives to use structured thinking and relevant data to make better decisions and to reduce risk. Our analytic processes are integrated into Lean initiatives in back-office operations to resolve the problems that help eliminate waste and improve the achievement of key results.

To learn more about Kepner-Tregoe consulting and training solutions for the Financial Services industry, contact Kepner-Tregoe.

成功案例

挑战

IT problems were being handled through a dispersed group of individuals. Once a major client-impacting incident was resolved, the investigation for finding the underlying cause of the incident was assigned to a technologist, who went off into a silo to try and determine root cause and corrective actions. This was supported by a group of “Problem Administrators” without having a clear strategy or aligned approach, making sustained improvements virtually impossible.

76%

Reduction in number of days to complete

38%

Reduction in major impact incidents

结果

Based upon the rapid engagement of SMEs, reinforced through the disciplined approach of Root Cause Analysis, which resulted in more accurate findings, the program saw a significant improvement in overall stability. The ultimate outcome was a significant increase in problem data quality, a reduction in time-to-root-cause as well as major incidents, and consequently a significant increase in IT stability.

挑战

Deutsche Bank has more than 78,000 employees, more than 2,700 branches in 70 countries and assets of almost $2 trillion. With teams of problem managers at multiple locations across the globe, the challenge was each siloed group of problem managers was using different root cause analysis (RCA) and incident management tools to address client incidents at a local level—but they couldn’t seem to reduce the number of incidents or the time required to solve them.

50%

Reduction in client-facing incidents

20%

Reduction in year two

结果

What was discovered was that process training resolved the toughest problem-management challenges in a global IT environment. Read full client success story including second global bank success.

洞察力

金融服务企业如何消除技术债务

Adding a host of slick new technology features gives financial institutions leverage to retain and acquire new customers. This race to be the first to add new technology has IT staff committed to daily firefighting just to keep their systems up and running with little hope of handling the mounting quantity of problems that continue to threaten their organizations.

挑战事件管理文化

While Incident Management seems to be the best approach to our ever-changing IT environment, the author demonstrates the value of addressing problems at the source. In this case study, an organization focused on Problem Management to dramatically reduce IT costs and regain first place in the market.

Structured Thinking: Bringing Consistency to Problem Management

The “how-to of problem management”—Kepner-Tregoe structured thinking (recognized by ITIL) begins with a focused problem statement.

重大事件管理。不要等着计划你的重大事件应对措施

在严重依赖IT系统的组织中,重大事件并不经常发生,但当它们发生时,快速、有计划的反应是至关重要的。对于重大事件,影响的成本远远超过解决的成本,关键的成功因素是反应时间和对问题的反应质量。

褒奖

我们的专家
in Financial Services Industry

Caustan De Riggs
销售主管--北美洲
北美
萨沙-劳芬伯格
商业解决方案顾问
欧洲
Alaric Tan
业务解决方案高级顾问
亚洲
上杉隆司
业务解决方案高级顾问
日本

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