Case Study: e-Commerce Strategy of a Bank

1. Case Study: e-Commerce Strategy of a Bank Analysis and Recommendations Template

2. Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

3. Business opportunity should briefly discuss a unique market opportunity Business strategy Customer centric? Product Driven? How it is going to be achieved? Executive Summary Summary(1)

4. Business structure how many businesses and products are going to be under a new structure and how? Technology strategy explain how business strategy will translate into technology needs and requirements what is the roadmap to implement the desired state of technology? Key technology deliverables Implementation strategy Implementation Schedule Executive Summary Summary(2)

5. Business risks Technical risks Organisational risks Risk mitigation strategy Executive Summary Risk Assessment

6. Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

7. Business Strategy Environment Analysis Key Competitors: • a. Financial Industry • b. Internet space- portals • These could be potential partners as well • c. Others • - retailers? • SWOT Analysis

8. Targeted Segments of Interest/ Customer Profiling: Rich, Traditional, Investment Savvy Segment? Young, Ambitious, Tech Savvy? Young, Low Income Material Seekers? Business Strategy Target Segment

9. Commonalities across Target Segments Need for innovative products and services? Higher comfort levels with the Net? Recommended Positioning Statement Use a new brand or the existing brand? Business Strategy Positioning

10. Value Proposition Business Strategy • Market segmentation strategy • Economies of scale opportunities to lower the cost base • The cost of the branch network? • Image • Service Objectives • Pricing strategy • Customer Relationship Strategy

11. Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

12. Based on the business strategy, high level technology requirements should be derived: Customer Relationships multi touch points Call centre? Mobile? Internet? Branches? Infrastructure Flexible Fast Secure Scalable / open-ended Technology Strategy Technology Requirements

13. Technology Strategy Technology Architecture External Feeds P o r t a l HOST Mobile Personalization Rules Engine HOST Internet Content Manager Single Sign On Transaction Manager HOST Kiosks Transaction Apps Call Center HOST Campaign Customer Profiling DSAs Contact HOST Sales/ Marketing Branch Complaint HOST E-Mail Data Warehousing Reporting Tools

14. Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

15. Define stages of implementation Deliverablesin each stage Dependencies Trade-off involved with Build Vs Buy Staged Implementation

16. Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

17. Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

18. Executive Summary Business Strategy Technology Strategy Staged Implementation Functionality Projects Projects Organization Next Steps Contents

19. Executive Committee Audit, QA Program Office Distribution Content/Logic & Presentation Product Infrastructure Mobile Network & Hardware Credit Cards E-Mail Systems Management Loans Mortgages Portal Work Flow Data Warehouse Content Manager Single Sign On Personalization Middle Layer Branding Savings Host Host Call Centre CRM Kiosks Project Organization Structure Project Management Organization