管理咨询全套文件6.doc

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1、SampleCases297/285SUPERREGIONALBANKYouhaveahaverecentlybeenassignedtoaprojectwithoneofthenation’ssuperregionalbanks.Thebankisoneofthetop10largestretailbanksinthecountry.Likemostbanksinitsclassithasbranchesin8geographicallycontiguousstates.Yourclienthasrecentlyc

2、oncludedthattheold“localbranch”wayofbusinessisnolongerviable.Typically,thisbankhascanvasseditsterritorywithsmallfree-standingbranches;however,thenewageofelectronicbankingandcommerceischangingallofthat.297/285TheyareconsideringreplacingmanybrancheswithCallingCen

3、ters.CallingCentersofferbothliveandphoneautomatedservicesthatmaybeaccessedbyphone.ThenewCenterswouldoffervirtuallyalloftheservicescurrentlyofferedthroughlocalbranchesplussomeadditionalthings.Thequestiontoyouis:howwouldyougoaboutsettinguptheengagementtodetermine

4、theviabilityofthisnewconcept?Specifically,whatkindsofthingswouldyouinvestigate?andwhathypothesiswouldyouform?PossibleSolution:297/285Thisisaveryopenbroad-brushedcase.Therecertainlyisnorightanswer;howeverthistypeofcaseoccursfrequently.Thefollowingisaguidelineofs

5、omethingsyoushouldprobablyconsider:Marketanalysis:Whatkindsofcustomerswouldbeattractedtothisnoservice?Whatkindsofcustomerswouldbeturnedoff?(Hypothesis:youngerpeoplewouldbeheavierusersandmoreattractedthanolder)Ofthepeopleattractedtothisnewservice,howprofitablear

6、ethey?Howprofitablearethepeoplewhoareturnedoffbythisservice?(Hypothesis:olderpeoplehavemoremoneyandthusaremoreprofitable)297/285Revenue:Whattypesofnewservicescouldbeaddedtoincreaserevenues?Automaticbillpayment,Fundtransfer,etc.CostSavings:Howmuchwoulditcosttoes

7、tablishaCallingCenterandwhataretherisksinvolved?Dowehavetheexpertisein-housetodothis?Howmanybranchescouldweclose?Canwecutdownontraffictoexistingbranches-thusrequiringlesstellers?Summary:Itprobablyisbestsetupasacostbenefitanalysis.Thenumberofnewcustomerstimesthe

8、expectedrevenuefromthemplustheadditionalrevenuegeneratedbypotentialnew297/285servicesplusthecostsavingsmustoutweightheforgonerevenuegeneratedbythecustomersyouendupdrivingawa