Discover Lean: Enhancing Operational Performance through Leadership and Language Learning

1. Association of Business Process Management: Chicago Chapter Meeting Selling Process Thinking August 10th 2012

2. 3 Factors Leadership Language Learning 2

3. 3 Factors Leadership Language Learning 3

4. Leadership Leadership Language Learning 4

5. Discover Lean Examples 5

6. Vision & Burning Platform How well have you articulated your Vision? Who shares this Vision? What is the Burning Platform? Can it be measured?

7. Accountability: Lean Council Shared Ownership of Results and Deployment Strategy Roger Hochschild – President, Chief Operating Officer Carlos Minetti – EVP, President, Consumer Banking and Operations Glenn Schneider – SVP, Chief Information Officer Alfredo Osorio – SVP, Risk and Cardmember Assistance Mark Scarborough – SVP, Customer Service and Engagement Colleen Zambole – VP, Banking Operations Dan Capozzi – VP, Finance, Planning and Analysis Larisa Drake – VP, Marketing Operations Rob Tourt – Chief Risk Management Officer, Payments • INFLUENCE is structurally enabled . . . 7

8. Accountability: Discover Lean Group Discover Lean Group Mission: Discover Lean Group is the primary catalyst and thought-partner to scope and accomplish step-change Lean initiatives, embed best-in-class Lean practices, and build on Discover's process-excellence What Our Work Looks Like: The Discover Lean Group executes and embeds a disciplined, data-driven, and well-documented approach to enhancing end-to-end operational performance led by the Voice of the Customer 8

9. What’s Yours? BPM Team Mission: What Our Work Looks Like: TBD TBD 9

10. 3 Factors Leadership Language Learning 10

11. 3 Factors Leadership Language Learning 11

12. Operating Model Components: What Do You Think? 12

13. SAY WHAT? 13

14. Is Talking To Yourself The First Sign of Madness?Are We Talking To Ourselves Sometimes? 14

15. If You Want To INFLUENCE Others! . . .Then Speak Their LANGUAGE! 15

16. Scary Process / Scary Problem We can do something about it . . . . . . Let’s GET STARTED

17. x Poor Performing Processes Can Be Like Dirty Dogs… …CLEAN Up Your Process Dogs Today! Let’s do it for our Customers We can do something about it . . . Let’s GET STARTED

18. Managing The Lean Way – From “I Think” to “I Know” Practical I Think My hunch and my gut Graphical I See My processmaps / visuals Analytical I Know My data and facts

19. 3 Factors Leadership Language Learning 19

20. 3 Factors Leadership Language Learning 20

21. Learning Concept 20% Tools 30% Skills 50% 21

22. Example: Innovation Concept 20% Be More Innovative! Tools Skills 22

23. Example: Process-Thinking / BPM Concept Use Process Visualization! Tools Skills 23

24. Learning Concept Tools Skills 24

25. Learning Does this matter for my career? Does this support advancement? Can I use this to be a better worker? Does my Manager care? Skills Thanks! I know what’s in it for me! These SKILLS are valuable 25

26. Learning Concept ~20% Tools ~30% Skills ~50% 26

27. 3 Factors Leadership Language Learning 27

28. Thank You! 28