process optimization for the notarial profession presentatie weeghel.pdf · corporate strategy a...

USING IT TO OPTIMIZE CORPORATE

STRATEGY FOR DUTCH NOTARIES

PRESENTATION OUTLINE

Authors

Research question

Introduction to the notarial domain

Overview of corporate strategy

Research method

Results and conclusion

Questions

AUTHORS

Marco Spruit

Researcher at Department of Information and Computing Sciences, Utrecht University, The Netherlands

Rob van Weeghel

Master student Business Informatics, Utrecht University, The Netherlands (finished)

Entrepreneur product software for the notarialprofession

RESEARCH QUESTION

In what way can IT support a corporate strategy for the Latin notarial profession in the Netherlands, in order for notarial companies to be more competitive?

Sub questions

What is the state of the art of strategy differentiation in the notarial profession?

What are generic business strategies and (how) are they applicable for the notarial profession?

What notarial strategies can be identified in the field?

What is the role of IT in notarial strategies?

Are notarial companies willing to adopt strategy changes?

THE NOTARIAL DOMAIN

THE NOTARIAL DOMAIN

The notarial profession:

The core activity is to provide legal certainty by recording actsintended to have legal effect and/or legal relationships in official notarial deeds (Laclé & ter Voert, 2008)

THE NOTARIAL DOMAIN

Different systems:

Common law: Notary Public

Civil law: Latin Notary

The Dutch liberalized system

THE NOTARIAL DOMAIN

Latin Notary Public Notary

Applicants for notarial commission Appointed by Royal decision Not pointed out by the

government

Physical presence of document signers Required by law Not required

Dating of documents Required by law Not required

Sufficient documentary evidence to

identify signers

Required by law Not required

Prices Fixed (except for the Netherlands

an Quebec)

Not fixed

THE NOTARIAL DOMAIN

Dutch notarial system since 1999:

Freedom of establishment

Prices are not fixed

Notaries are entrepreneurs

Notaries have to be full service

Notaries cannot deny customers

THE NOTARIAL DOMAIN

A Latin Notary:

A private legal professional, who advises and drafts legal documents for private parties, maintains a permanent record of the transaction and has the authentication power of the state delegated to him (Malavet, 1995).

THE NOTARIAL DOMAIN

What does a latin notary do?

The creation of and changing of prenuptial agreements;

The creation of and changing of one’s will;

Providing for gifts and donations in a notarial deed;

THE NOTARIAL DOMAIN

What does a latin notary do?

The transfer of real estate;

The lending and deletion of mortgage loans;

The creation of Legal persons and the changing their statutes;

CORPORATE STRATEGY

CORPORATE STRATEGY

A corporate strategy is

the pattern of decisions in a company that determines and reveals its objectives, purposes, or goals,

produces the principal policies and plans for achieving those goals, and

defines the range of business the company is to pursue, the kind of economic and human organization it is or intends to be, and the nature of the economic and noneconomic contribution it intends to make to its shareholders, employees, customers, and communities (Andrews & David, 1987).

CORPORATE STRATEGY

MODELS

Porters five forces

Low

Very highVery high

Moderate

Moderate

CORPORATE STRATEGY

MODELS

Porters classification scheme:

CORPORATE STRATEGY

MODELS

Treacy and Wiersema

Success

Prosperity

Survival

Customer intimacy

Product leadershipOperational excellence

RESEARCH METHOD

RESEARCH METHOD

Identify strategic solutions in the field and in literature

Map solutions on strategy model

Construct situational strategy advices

Validate situational strategy advices

Improve situational strategy advices

RESEARCH METHOD

Currentstrategy

Desiredstrategy

Suggestchanges

Adoptchanges

CHANGING CORPORATE

STRATEGY

Success

Prosperity

Survival

Customer intimacy

Product leadershipOperational excellence

Current position

Sought position

RESEARCH METHOD

Solutions in the field

Study at ten different notarial companies

Shared Service Center (NetWyse)

Outsourcing Vendor (Mobilaris)

Customer Relationship Management

Shared Model fragments

RESULTS AND CONCLUSION

RESULTS AND CONCLUSION

Operational Excellence:

Reduce (tangible) mail by using email;

Generate quotations automatically based on clients data provided on the website;

Do not combine cases, combined cases are not standard;

Reduce the costs of employees by answering the phone only three hours per day;

Use tactical CRM software to lower transaction costs of communication

RESULTS AND CONCLUSION

Customer intimacy:

Do not use standard workflows in order to remain flexible;

Create or check the quotations by hand in order to provide the treatment the customer wants;

Combine cases in order to provide a personal treatment that fits the customer needs;

Use strategic CRM software to keep track of customers and build a long term relationship;

RESULTS AND CONCLUSION

Product leadership:

Bundle strength with other companies for IT needs by sharing an IT infrastructure;

Share models and experiences with other companies/locations to create a best practice model;

Cooperate with third parties outside the notarial domain to get strategic advantage and additional knowledge (e.g. e-commerce transactions);

Store instrument model fragments in a database in order to manage the knowledge in the models;

RESULTS AND CONCLUSION

Limited strategy differentiation

Mainly on customer intimacy and operationalexcellence

Desire to move to product leadership

Adoption of CRM is low

Use of IT mainly supportive

IT will not supstitute the notary (short term)

CONTRIBUTIONS

Insight in the notarial processes (PDD)

Method for transforming genericstrategies into situational strategies

Advices for notarial companies to excell in their corporate strategy

Success

Prosperity

Survival

Customer intimacy

Product leadershipOperational excellence

FURTHER RESEARCH

Mixed strategies, maturity

QUESTIONS