First National Bank gives new meaning to the humble bank statement

FNB required a solution that would reflect its professionalism in the attractiveness of the design, layout and content of the statement, and that would provide customers with an easier way of managing their finances.

The Solution
The presentation of customer information always consists of four major elements: the collection and manipulation of data from one or more sources, the creation and maintenance of a document template, the specification of the output format(s) and the actual creation of documents.

The Benefits
Since improving the content and providing more valuable information on the statement, FNB receives fewer customer queries and this enables the staff to focus on providing better service and creating exceptional products for customers who demand more.

Competitive edge through systems improvement

Labour productivity as well as distribution accuracy and controls were improved with the optimisation of the warehouse management system. Although shrinkage initially increased with the growth in sales of branded groceries, world class shrinkage controls were implemented and shrinkage at year end was reduced.

Over the past three years the operations systems team have embarked upon a process of improvement, simplification and replacement of systems from customer to supplier. Woolies are now in a position to add additional customer services at the till, for example the payment of utility bills.

Benefits
The new food forecasting solution has been rolled-out across 50% of the foods product range and is showing improvements in in-store availability and waste reduction by being able to more accurately meet customers needs in specific stores. A web-based supplier portal has been completed that will be utilised to electronically integrate transactions between Woolworths and all clothing and home suppliers.

Coping with rapid growth

In 1996 Best Buy faced a dilemma. The retailer had tripled in size over a three-year period, but Best Buy had done so in spite of operational deficiencies. The company's inability to evolve its business processes as it grew was causing problems.

Within a year, sales and profits fell below expectations, and its stock price plummeted from approximately $10 a share to less than $2 a share. Best Buy then re-scoped their key processes, retrained staff and gave accountability so those processes will be sustainable going forward.

High Performance Delivered
The comprehensive re-engineering drove Best Buy's business process transformation produced spectacular results that were measurable in every key area of its business.