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Presentation to Media

Presentation to Media. 19 September 2003. Agenda. What is our new vision? How will we turn it into reality? What is going to be different?. The Vision. “To excel in customer service”. What customers tell us. Know me Give me what I want Do it reliably. What defines service?.

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Presentation to Media

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  1. Presentation to Media 19 September 2003

  2. Agenda • What is our new vision? • How will we turn it into reality? • What is going to be different?

  3. The Vision • “To excel in customer service”

  4. What customers tell us Know me Give me what I want Do it reliably

  5. What defines service? ‘To excel in customer service’ Via Customer service Engaged people Simple processes Supported by Through

  6. How? Customer service We have the right product mix Responsive Convenient Reliable We need to deliver

  7. Customer Service Commonwealth Bank Business Units RBS PFS IBS IIS RBS PFS IBS IIS IFS Youth Day to Day Mortgage Wealth Wealth Builders Independent Banking Managed Funds Insurance Private Client Service Premium Banking And Investment Services Premium Direct Direct Institutional/Wholesale CBA Internal Distribution Institutional Banking Corporate Banking Business Banking Home Loans Premium Banking Products/Equities Managed Investments Merchant Acquiring ASB Youth Day to Day Mortgage Wealth Wealth Builders Deposits Sovereign Independent Banking Managed Funds Insurance Asset Finance Private Client Service Premium Banking And Investment Services Premium Direct Direct Institutional/Wholesale CBA Internal Distribution Institutional Banking Corporate Banking Business Banking Property Mgd Funds Home Loans Premium Banking Products/Equities Managed Investments Merchant Acquiring ASB Corporate and Business Lending Credit Cards Life Insurance Deposits Sovereign Asset Finance Property Mgd Funds Personal Lending General Insurance Hong Kong Corporate and Business Lending Credit Cards Life Insurance Transaction Services Personal Lending General Insurance Global Markets Transaction Services Institutional Banking Products Global Markets Institutional Banking Products

  8. How? Engaged People Empower Motivate Skill

  9. Engaged People

  10. How? Simpler Processes • Fast • Accurate • Efficient

  11. Simpler Processes Branch Queue Times From >4 minutes 30% reduction in last 6 months 3 minutes To a further 30% reduction 2 minutes Changes to Home Loans – Customer Requests(eg repayment amounts) From 10 days To 3 days Business Loan Fulfillment 10 days From 5 days To

  12. The Difference • Our Customers

  13. Customers

  14. Customers

  15. The Difference Our People

  16. Our People

  17. Our People • Maintain frontline capabilities

  18. The Difference Shareholders

  19. Shareholders Over the next three years this will result in: • Cash EPS growth exceeding 10% CAGR • 4-6% CAGR productivity improvements • Profitable market share growth across major product lines • Increases in dividends per share each year • Over the next three years we will: • Redirect the normal project spend of $600m • Spend an additional $620m • Invest a further $260m in our branch network Subject to current market conditions continuing

  20. Community The Bank for all Australians

  21. Presentation to Media

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