Account opening

SOLUZIONI AGILI PER IMPRESE AGILI
WorkShop – 29 settembre 2011
Garantire con il BPM la coerenza fra
norme di processo e sistema
informativo: il caso UBS Italia
Paolo Poto – Key Account Manager
Saldare disegno dei processi e software
ICT
un BPMS è un sistema
software generico che guidato
dal disegno esplicito dei
processi realizza applicazioni
di gestione dei processi
operativi
(M. Weske, et al. 2004)
ORGANIZZAZIONE
Processo
+ Form
Normativa
+ Integrazione
Applicazione
=
Processo
Normativa
+ Form
+ Integrazione
Applicazione
1) Saldare il modello del processo
con l’applicazione software
!
2) Rispettare i sistemi esistenti
accordando così l’esigenza di
specializzazione con la trasversalità
dell’orientamento ai processi
3) Attivare il ciclo del miglioramento
controlloefficienza
L’esperienza UBS Italia
(di Osvaldo Bordoni – Chief Operating Officer, UBS Italia
dal Gartner Business Process Management Summit 2011)
Introduction
The UBS Group
The UBS Group
UBS is present in over 50
countries throughout the world
with 65,000 employees and
offers a variety of services,
focused on wealth
management, through its 4 main
divisions:
Wealth Management & Swiss
Bank
Wealth Management
Americas (not shown on the
map)
Vancouver
Montreal
Calgary Toronto
The map shows the distribution
of the Wealth Management
Divisions
Bruxelles
Anversa
Ghent
Svizzera
Città del
Messico
Nassau
Città di
Panama
Santiago del Cile
Buenos Aires
UBS Global Asset
Management
UBS Investment Bank
Birmingham
Edinburgo
Londra
Manchester
Newcastle
Jersey
Bad
Homburg
Berlino
Bielefeld
Brema
Colonia
Amsterdam Dortmund
Duesseldorf
Lussemburgo
Essen
Over 100 Wealth Management offices Svizzera
Over 70 Wealth Management offices in the world
Over 20 Representative offices of UBS SA
For purely illustrative purposes.
Bordeaux
Lione
Marsiglia
Nantes
Parigi
Strasburgo
Barcellona
Bilbao
Coruna
Madrid
Siviglia
Punta del Este Valencia
Saragozza
Montevideo
Francoforte
Amburgo
Monaco
Norimberga
Rosenheim
Stoccarda
Wiesbaden
Stoccolma
Praga
Mosca
Varsavia
Kiev Budapest
Salisburgo
Vienna
Monte Carlo
Pechino
Istanbul :
Atene
Nagoya Tokio
Beirut
Shanghai
Tel
Aviv
Nicosia
Taipei Osaka
Abu Dhabi Guangzhou
Cairo
Taichung
Dubai
Hong
Kong
Kaohsiung
Riyadh Doha
Mumbai
Bangkok
Kuala Lumpur
Singapore
Manama
Giacarta
Bologna
Brescia
Firenze
Milano
Modena
Padova
Roma
Torino
Treviso
Johannesburg
Sydney
Melbourne
Brisbane
UBS in Italy
UBS has recreated its own
global platform in Italy
offering a full range of
services through these
three divisions
Wealth
Management
UBS (Italia) S.p.A.
UBS Fiduciaria S.p.A.
Investment
Bank
UBS Italia SIM S.p.A.
UBS Corporate Finance Italia S.p.A.
Global Asset
Management
UBS Global Asset Management (Italia) S.p.A.
UBS Alternative Investment (Italia) Sgr
UBS Global Asset Management (Italia) Sgr
Torino
UBS (Italia) S.p.A. was
established in 1996 and is an
Italian bank, fully owned by UBS
AG. Our main activity is Wealth
Management and we now have 9
branches in Italy
Trevis
Milan Bresci
o
o
a Padov
a
Modena
Bologna
Firenze
Roma
From Review to Reality
The Project
Executive Summary
Existing Situation
• The Account Opening process took 13 days to complete
Objective
• Reduce timeframe for account opening and set up optical archiving,
Action
• Develop an application based on BPMS
Results
• A 55% reduction in the account opening timeframe
• A huge reduction in error rate
• Optical Archiving in place
• Immediate and long term savings
Account opening time-frame as it was
•
From contract signing to delivery of acceptance document to customer – 12,8 days
•
From receipt of contract by Operations to archiving of documents – 8,5 days
•
From delivery of contract document to Operations to account activation – 1,8 days
12,8 days
Client
Front office
Operations
8,5 days
6,8 days
6 days
Client sign off
1,8 days
Documentation
received by Ops
Account opened
Acceptance sent to
client
Area of Analysis
Documentation
archived
Overview of error rate
High number of data and document inconsistencies identified
(about 90% of documents received by Operations are not
correct), which cause process loops
Contract mistakes recorded by Operations
Contracts with data
entry mistakes
56%
(143)
Contracts with data entry
mistakes and document mistakes
35%
(88)
9%
(22)
Contract without
mistakes
KPI – Target values account opening
Key Performace
Indicator
Current Value
(Average value)
% Reduction
Target Value
Account Opening Time Client Advisor (CA)
Perspective
1.8 days
- 44%
1 day
Account Opening Time –
Time to Acceptance
6.8
days
- 41%
4 days
Account Opening Time Client Perspective
12.8
days
- 22%
10 days
Account Opening - Average
number of deficiencies per
contract sent to Ops
17
- 53%
8
Account Opening - Time
needed to correct mistakes
9 days
- 40%
5.4 days
Account Opening Mistakes not detected by
Operations
Account Opening - Time
spent per contract
Below
“Satisfactory”
6.5 hours
Above
“Satisfactory”
- 75%
1.6 hours
Account opening – New structure
The new structure features the following macro-functionalities
supporting the new processes
Data consistency control
Data checked during entry and
creates system static data
Document printing/Layout
Composition
Standard template filled with
previously entered client data
Workflow and Business Process
Monitoring
Status monitored and
authorisation process activated by
specific triggers
Support document completion
Electronic Check to check the
status of the documents
Support to data & document
content consistency control
Electronic reports check data
entered and document produced
CRM Tool
Core Banking System
Optical Storage Tool
Validation Tool
What is the Validation Tool and how
does it work ?
 It
is a software layer that works between
the CRM Tool and the Core Banking
System.

CRM Tool
Eliminates the Core System for static
data entry
 Electronic
checklists to ensure accuracy
and completeness
 Automated
workflows to synchronize
the authorization request process.
 Front
office enter data in CRM tool and
Ops users and Front office support use
the Validation Tool to manage static
data.
Core Banking System
Optical Storage Tool
New Account Opening process
The solution manages all the tasks related to customer account in a process oriented way,
delivering the correct information to the correct user at the correct time asking to them
perform the required operation, all using a single tool
The workflow guides the following processes: New
Account opening, Due Diligence and Portfolio
Management
Note: the flow shown is only a simplified example of the real process
New Account Opening
•All the customer data are
requested, checked and
managed
New Account Opening
•All the customer data are
requested, checked and
managed
•The solution shows all the
ongoing business processes
for a given customer
New Account Opening
•All the customer data are
requested, checked and
managed
•The solution shows all the
ongoing business processes
for a given customer
•All the necessary documents
are automatically generated,
and prefilled with online data.
All the documents are then
merged into a single,
transferable, easy to manage
PDF.
New Account Opening
•All the customer data are
requested, checked and
managed
•The solution shows all the
ongoing business processes
for a given customer
•All the necessary documents
are automatically generated,
and prefilled with online data.
All the documents are then
merged into a single,
transferable, easy to manage
PDF.
•A tracking pane shows the
status of all the tasks
performed on the Account and
who is responsible for the next
action
Due Diligence
•
The due diligence process
collects and manages all the
data and documents related
to a customer
“trustworthiness”
Due Diligence
•
•
The due diligence process
collects and manages all the
data and documents related
to a customer
“trustworthiness”
Management of internally
collected information
Due Diligence
•
•
•
The due diligence process
collects and manages all the
data and documents related
to a customer
“trustworthiness”
Management of internally
collected information
Management of information
collected from third party
data banks
Portfolio management
•
The new account is about to
be created. The account
type is entered and all the
customer's records are
linked to the account.
Portfolio management
•
•
The new account is about to
be created. The account
type is entered and all the
customer's records are
linked to the account.
Economic conditions are
also managed.
Portfolio management
•
•
•
The new account is about to
be created. The account
type is entered and all the
customer's records are
linked to the account.
Economic conditions are
also managed.
Review Check-List. An
automatically generated
Check List guides the
operator to make all the
relevant checks.
Optical Archiving project




Process Issues
Isolated manual processes
Paper documentation
1. Scanning 2. Indexing
Solutions provided by new
processes
Automated scanning and electronic
archiving of documentation
Automatic indexing links
documentation to the account number
using barcode
3. Interfacing
Optical
Storage
Tool
10
Optical Archiving – Barcode recognition
A barcode integrated in a document provides different
benefits, such as:
Automatic contract recognition (by document
ID)
Automatic version of contract recognition (by
document version ID)
Automatic recognition of document (by
progressive ID)
The following is an example of a barcode:
3012011234567
30 : UBS Italy 2 digit ID Code
12 : Doc type 2 digit ID Code
01 : Doc version 2 digit ID Code
1234567 : Progressive 7 digit ID Code
UCC12
8
CODE1
28
Overall immediate Costs & Savings
Expected Overall Mandate Growth
Grazie!
Paolo Poto
Key Account Manager
EMAIL: marketing [at] docflow.it
www.docflow.com
DocFlow Italia Spa – Centro Direzionale Milanofiori Strada 4 Palazzo Q8 – 20089 Rozzano MI Tel 02 57 50 33 66 Fax 02 57 50 33 69 [email protected]