零售银行报告2014.pdfVIP

Operational Excellence in Retail Banking 2014 No Compromise Advocating for Customers, Insisting on Efficiency The Boston Consulting Group (BCG) is a global management consulting firm and the world’s leading advisor on business strategy. We partner with clients from the private, public, and not-for- profit sectors in all regions to identify their highest-value opportunities, address their most critical challenges, and transform their enterprises. Our customized approach combines deep in sight into the dynamics of companies and markets with close collaboration at all levels of the client organization. This ensures that our clients achieve sustainable compet itive advantage, build more capable organizations, and secure lasting results. Founded in 1963, BCG is a private company with 81 offices in 45 countries. For more information, please visit . Operational Excellence in Retail Banking 2014 No Compromise Advocating for Customers, Insisting on Efficiency Christophe Duthoit, Michael Grebe, Nicole Mönter, Rob Sims, and Ian Walsh May 2014 AT A GLANCE BCG’s fourth annual global Retail-Banking Operational Excellence benchmarking found that top-quartile banks improved operational effectiveness while also becoming more customer-centric than their competitors. Creating Value Through Operational Excellence The benchmarking effort included 18 of the world’s 35 top retail banks in the Americas, Europe, and Asia-Pacific, collectively referred to here as premier-league banks. The Four Key Focus Areas Of Premier-League Banks We identified four areas of focus by leading premier-league banks: competitive advantage through customer centricity, incre