© 2000 mphasis. all rights reserved 1 case study: e-commerce strategy of a bank analysis and...

© 2000 MphasiS. All rights reserved

1

Case Study:e-Commerce Strategy of a

Bank

Analysis and Recommendations Template


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• Executive Summary• Business Strategy• Technology Strategy• Staged Implementation• Functionality• Projects• Projects Organization• Next Steps

Contents


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• Business opportunity– should briefly discuss a unique market opportunity

• Business strategy– Customer centric?– Product Driven?– How it is going to be achieved?

Executive Summary

Summary(1)


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• Business structure – how many businesses and products are going to be under a new structure

and how?

• Technology strategy– explain how business strategy will translate into technology needs and

requirements– what is the roadmap to implement the desired state of technology?

• Key technology deliverables• Implementation strategy• Implementation Schedule

Executive Summary

Summary(2)


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1. Business risks

2. Technical risks

3. Organisational risks

4. Risk mitigation strategy

Risk Assessment

Executive Summary


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Contents


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Key Competitors:

a.Financial Industry

b.Internet space- portals

These could be potential partners as well

c.Others- retailers?

• SWOT Analysis

Business Strategy Environment Analysis


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Targeted Segments of Interest/ Customer Profiling:

Rich, Traditional, Investment Savvy Segment?

Young, Ambitious, Tech Savvy?

Young, Low Income Material Seekers?

Target SegmentBusiness Strategy


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• Commonalities across Target Segments– Need for innovative products and services?– Higher comfort levels with the Net?

• Recommended Positioning Statement

• Use a new brand or the existing brand?

PositioningBusiness Strategy


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• Image• Service Objectives• Pricing strategy

• Customer Relationship Strategy

• Market segmentation strategy

• Economies of scale opportunities to lower the cost base

• The cost of the branch network?

Value PropositionBusiness Strategy


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Contents


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Based on the business strategy, high level technology requirements should be derived:

• Customer Relationships– multi touch points– Call centre?– Mobile?– Internet?– Branches?

• Infrastructure– Flexible – Fast – Secure– Scalable / open-ended

Technology StrategyTechnology

Requirements


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Technology Strategy

Internet

Branch

Call Center

Kiosks

E-Mail

ReportingTools

ExternalFeeds

DataWarehousing

ContentManager

Personalization

Transaction Manager

HOST

RulesEngine

TransactionApps

DSAsCustomerProfiling

Portal

Sin

gle

Sig

n O

nMobile

Complaint

Contact

Sales/Marketing

Campaign

HOST

HOST

HOST

HOST

HOST

Technology Architecture


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Contents


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• Define stages of implementation• Deliverables in each stage• Dependencies• Trade-off involved with Build Vs Buy

Staged Implementation


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Contents


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Contents


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Contents


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StructureProject Organization

Project Management Organization

Distribution Content/Logic & Presentation Product Infrastructure

Systems Management

Mobile

E-Mail

Portal

Call Centre

Credit Cards

Loans

Kiosks

Data WarehouseMortgages

CRM

Content Manager

Single Sign On

Personalization

Middle LayerSavings

Executive Committee

Program OfficeAudit, QA

Network & Hardware

Host

Host

Branding

Work Flow

© 2000 mphasis. all rights reserved 1 case study: e-commerce strategy of a bank analysis and...

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