Retail Banking Performance Metrics

A leading South African bank, which had worked with Analysis Group to improve innovation and portfolio management in its service development efforts, desired to improve the metrics by which it monitored the business.

Analysis Group assisted the client in determining which controllable variables could be linked to results; establishing a process for capturing and integrating the data; and creating an electronic "war room" for providingĀ information on these metrics to the right set of individuals in the institution. The war room dashboard, covering customers, people, process, and finance, was implemented and became a central vehicle for monitoring business performance.