Example of application of MOS to Retail Banking
Questions To Which Most Bankers Would Like To Have Answers:
Corporate Level:
How do we know whether we are spending the right amount on advertising?
Is our price positioning effective?
Is our latest advertising campaign working?
Are we employing the right amount of staff time in the branches, in general, and right
now given current activity levels?
State/Zone/Region/Area/Branch Management Level:
Are we achieving an appropriate level of sales (by product, zone etc. and in total)?
Are we utilising the right amount of resources?
How busy are the staff?
Does our staffing level match customer sales and transaction patterns (by time of day,
by day of the week)
Context:
Two Key Principles of Sound Management Information:
It is essential that:
- Management Information (MI) provide appropriate coverage of the key drivers of performance, and hence provide the tool for the proper operational management of the business;
- Measures of performance applied to organisational entities and their managers are well aligned with the authority of the individual to influence the outcome being measured.