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Finanzdienstleistungen

A few words about the Financial Services Industry

Die Finanzdienstleistungen erleben derzeit eine Beschleunigung der technologischen Entwicklung, die für jeden Akteur sowohl ein Risiko als auch eine Chance darstellt. Diese Flutwelle des Fortschritts strukturiert die Landschaft der Branche völlig um und ermöglicht es agilen Unternehmen, neue Produkte zu entwickeln und sowohl traditionelle als auch neue Kunden besser zu bedienen. Die Unternehmen stehen unter dem ständigen Druck, ihre Produktivität durch die Digitalisierung ihrer Geschäftsprozesse und ihrer sich verändernden Belegschaft zu steigern. In einem streng regulierten Umfeld sehen sich Finanzdienstleistungsunternehmen aller Branchen einem harten Wettbewerb und einem wachsenden Anpassungs- und Veränderungsdruck ausgesetzt.

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.

Erfolgsgeschichten

Herausforderung

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

Ergebnisse

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.

Herausforderung

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

Ergebnisse

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.

Einblicke

Wie Finanzdienstleistungsunternehmen Tech-Schulden abbauen

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.

Die Kultur des Störungsmanagements in Frage stellen

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.

Management größerer Zwischenfälle: Warten Sie nicht mit der Planung Ihrer Reaktion auf einen schweren Vorfall

In Unternehmen, die stark von IT-Systemen abhängig sind, treten größere Zwischenfälle nicht allzu oft auf, aber wenn sie auftreten, ist eine schnelle, geplante Reaktion entscheidend. Bei größeren Vorfällen übersteigen die Kosten der Auswirkungen bei weitem die Kosten der Behebung, und die wichtigsten Erfolgsfaktoren sind die Reaktionszeit und die Qualität der Reaktion auf das Problem.

Testimonials

Unsere Experten
in Financial Services Industry

Caustan De Riggs
Verkaufsleiter - Nordamerika
Nordamerika
Sascha Laufenberg
Berater für Unternehmenslösungen
Europa
Alaric Tan
Senior Consultant für Unternehmenslösungen
Asien
Takashi Uikusu
Senior Consultant für Unternehmenslösungen
Japan

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