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President
Vice President Accounts
Asst. VP Savings
Asst. VP Checking
Asst. VP Mktg
Vice President Commercial
Accounts
Asst. VP Loans
Asst. VP Services
Vice President Customer Relations
Customer Rep 1
Customer Rep 2
Vice President Loans
Asst. VP Loans
Sup. State Sup. Federal
Asst. VP Services
Vice President Administration
Sup. Maintenan
ce
Asst. VP ATM
Asst. VP Employees
Lt. Security
Asst. VP Accounting
Organization Chart for a Typical Bank
Obtain the mission statement for the
organization being studiedThe mission statement is important to maintain clarity on exactly what
organization (system) is being studied as well as understanding the primary business (mainstay) of the organization.
Banking Organization’s Mission Statement
Be the premier community and business bank in the North Bay by building long-term relationships based on trust, expertise, and accountability, and by helping our customers, communities, employees and shareholders prosper.
Guiding Principles:
Build valued relationships as our customers’ trusted business resource by delivering Legendary Service, adhering to disciplined banking fundamentals, and contributing to the communities in which we serve.
Our definitions for each of the guiding principles are:
• Valued Relationships: Build long-term relationships based on trust and respect, while inspiring loyalty through exceptional service. Through expertise, accountability and integrity become a trusted business resource to our customers.
• Disciplined Banking Fundamentals: Provide banking services and advice that are prudent and safe, for both our customers and for our shareholders.
• Community Commitment: Provide leadership, volunteers, and financial contributions to help our communities thrive.
List the primary products and services the organization
provides
Example Banking Products and
Services
Business Account M
anagement (BAM
)
Business Credit Cards
Business Fraud Protection
Checking Accounts
Credit Cards
Customer Resources
Deposit Services
International
Investment M
anagement
Lending
Merchant Services
Mobile Banking
Non-Profits
Online Banking
Personal Fraud Protection
Private Banking Team
Retirement Benefit Plans
Savings Accounts
Travel Tips
Trust Services
Wealth M
anagement &
Trust Team
Personal Banking X X X X X X X X X XBusiness Banking X X X X X X X X X X X X XPrivate Banking X X X X X X XWealth Mangement X X X X X
Brainstorm a list of 10 to 30 key processes that form the
mainstay(s) of the organization
The primary activities that describe the business of the organization
Receive Deposits
Open
AccountsPrepare
Customer Statemen
ts
Maintain Money Market Assets
Post
Deposits
Post Credit Card
Transactions
Post Commercial Transaction
sMonitor & Correct
Overdrafts
Track Federal
Reserves
Monitor & Verify Reserves
Maintain
&
Monitor
ATM
Machines
Prepare Cashiers Checks
Establis
h Loans
Monitor Loan
Performance
Post Withdrawa
ls
Close Account
s Prepare
Travelers
Checks
Brainstorm a list of 10 to 30 key driver processes.
These processes prepare the organization to run the mainstay processes and include processes that relate to the need the organization is targeting.
Examples of such processes are customer research, customer feedback, strategic planning, business planning, budgeting, research and
development, design, and redesign.
Develop
Personnel
Integrate People Into the System
Conduct Customer Research
Planning
Prepare Advertisi
ng
Develop New
Products & Services
Prepare Marketing
Plan
Hire
People
Obtain Customer Feedback
Handle
Custome
r
Complai
nts
Brainstorm a list of 10 to 30 key processes that are
necessary to support the business of the organization
(e.g., accounting, human resource management, maintenance, etc.).
Conduct
Credit
Approvals
Maintain Facilities
Order & Maintain
Inventory of Office
Supplies
Provide
Administrati
ve Support
Update Compute
r Data Base
Verify Compliance
with Regulation
s
Conduct
Audit
Monitor and
Maintain Security
Manage &
Maintain
Safety
Deposit
Boxes
Work with Credit
Suppliers
Using Deming's "Production Viewed as a System" as a
model, develop the "mainstay" of the system
Group from left to right those processes relating to suppliers, then processes describing the production, and then processes that distribute products or services. After locating the mainstay processes, connect the processes that have important relationships (receive important inputs to
another process or send important outcomes to another process).
Production viewed as a system
Stage 0:
Generation of ideas
Design and redesign
Consumer research
Customers
Production, assembly, inspection
Test of processes,
machines, methods, costs
A
B
C
D
Suppliers of materials and equipment
Receipt and test of materials
Distribution
Receive Deposits
Open
Account
sPrepare
Customer Statemen
ts
Track Federal Reserve
s
Monitor & Verify Reserves
Maintain Money Market Assets
Monitor & Correct
Overdrafts
Post
Deposits
Close Accoun
ts
Post Credit Card
Transactions
Post Commercial Transaction
s
Maintain
& Monitor
ATM
Machines
Prepare
Traveler
s Checks
Prepare Cashiers Checks
Establi
sh
Loans
Monitor Loan Performance
Post Withdrawal
s
Mainstay
Receive Deposits
Open Accounts
Prepare Customer
Statements
Track Federal
Reserves
Monitor & Verify
Reserves
Maintain Money Market
Assets
Monitor & Correct
Overdrafts
Post Deposits
Close Accounts
Post Credit Card
Transactions
Post Commercial Transactions Maintain &
Monitor ATM Machines
Prepare Travelers Checks
Prepare Cashiers Checks
Establish Loans
Monitor Loan Performance
Post Withdrawa
ls
Customers
Work with
Promotions
Suppliers
Work with
Forms Supplier
s
Work with on-
line Data
Transfer
Mainstay
Develop
Personnel
Integrate People Into the System
Conduct Customer Research
Planning
Prepare Advertisi
ng
Develop New
Products & Services
Prepare Marketing
Plan
Hire
People
Obtain Customer Feedback
Handle
Custome
r
Complai
nts
Driver
Develop
Personnel
Integrate People
Into the System
Conduct Customer Research
Planning
Prepare Advertisin
g
Develop New
Products & Services
Prepare Marketing
Plan
Hire People
Obtain Customer Feedback
Handle
Customer
Complaint
s
Driver
Develop Personnel
Integrate People Into the System
Conduct Customer Research
Planning
Prepare Advertisin
g
Develop New
Products & Services
Prepare Marketing
Plan
Hire People
Obtain Customer Feedback
Handle Customer Complaint
s Driver
Receive Deposits
Open Accounts
Prepare Customer
Statements
Track Federal
Reserves
Monitor & Verify
Reserves
Maintain Money Market
Assets
Monitor & Correct
Overdrafts
Post Deposits
Close Accounts
Post Credit Card
Transactions
Post Commercial Transactions Maintain &
Monitor ATM Machines
Prepare Travelers Checks
Prepare Cashiers Checks
Establish Loans
Monitor Loan Performance
Post Withdrawa
ls
Customers
Work with
Promotions
Suppliers
Work with
Forms Supplier
s
Work with on-
line Data
Transfer
Develop Personnel
Integrate People Into the System
Conduct Customer Research
Planning
Prepare Advertisin
g
Develop New
Products & Services
Prepare Marketing
Plan
Hire People
Obtain Customer Feedback
Handle Customer Complaint
s
Conduct
Credit
Approvals
Maintain Facilities
Order & Maintain
Inventory of Office Supplies
Provide
Administrati
ve SupportUpdate
Computer Data Base
Verify Compliance
with Regulations
Conduct
Audit
Monitor and
Maintain Security
Manage &
Maintain
Safety
Deposit
Boxes
Work with Credit
Suppliers Support
Conduct Credit
Approvals
Maintain Facilities
Order & Maintain
Inventory of Office Supplies
Provide Administrative Support
Update Computer Data Base
Verify Compliance
with Regulations
Conduct Audit
Monitor and
Maintain Security
Manage & Maintain Safety
Deposit Boxes
Work with Credit
Suppliers
Support
Receive Deposits
Open AccountsPrepare
Customer Statements
Track Federal Reserves
Monitor & Verify Reserves
Maintain Money Market Assets
Monitor & Correct Overdrafts
Post Deposits
Close Accounts
Post Credit Card Transactions
Post Commercial Transactions
Maintain & Monitor ATM Machines
Prepare Travelers Checks
Prepare Cashiers Checks
Establish LoansMonitor Loan Performance
Post WithdrawalsCustomer
s
Work with Promotions Suppliers
Work with Forms
Suppliers
Work with on-line Data Transfer
Develop Personnel
Integrate People Into the
System
Conduct Customer Research
Planning
Prepare Advertising
Develop New Products & Services
Prepare Marketing Plan
Hire People
Obtain Customer Feedback
Handle Customer
Complaints
Conduct Credit Approvals
Maintain Facilities
Order & Maintain Inventory of Office
Supplies
Provide Administrative
Support
Update Computer Data
Base
Verify Compliance with Regulations
Conduct AuditMonitor and
Maintain Security
Manage & Maintain Safety Deposit
Boxes
Work with Credit
Suppliers
Receive Deposits Open AccountsPrepare
Customer Statements
Track Federal Reserves
Monitor & Verify Reserves
Maintain Money Market Assets
Monitor & Correct Overdrafts
Post Deposits
Close Accounts
Post Credit Card Transactions
Post Commercial Transactions
Maintain & Monitor ATM
Machines
Prepare Travelers Checks
Prepare Cashiers Checks Establish Loans
Monitor Loan Performance
Post WithdrawalsCustomer
s
Work with Promotions Suppliers
Work with Forms
Suppliers
Work with on-line Data Transfer
Develop Personnel
Integrate People Into the System
Conduct Customer Research
Planning
Prepare Advertising
Develop New Products & Services
Prepare Marketing Plan
Hire People
Obtain Customer Feedback
Handle Customer Complaints
Conduct Credit Approvals
Maintain FacilitiesOrder & Maintain
Inventory of Office Supplies
Provide Administrative
Support
Update Computer Data Base
Verify Compliance with Regulations
Conduct Audit Monitor and Maintain Security
Manage & Maintain Safety Deposit
Boxes
Work with Credit
Suppliers
Example Banking Products and
Services
Business Account M
anagement (BAM
)
Business Credit Cards
Business Fraud Protection
Checking Accounts
Credit Cards
Customer Resources
Deposit Services
International
Investment M
anagement
Lending
Merchant Services
Mobile Banking
Non-Profits
Online Banking
Personal Fraud Protection
Private Banking Team
Retirement Benefit Plans
Savings Accounts
Travel Tips
Trust Services
Wealth M
anagement &
Trust Team
Personal Banking X X X X X X X X X XBusiness Banking X X X X X X X X X X X X XPrivate Banking X X X X X X XWealth Mangement X X X X X
President
Vice President Accounts
Asst. VP Savings
Asst. VP Checking Asst. VP Mktg
Vice President Commercial
Accounts
Asst. VP Loans Asst. VP Services
Vice President Customer Relations
Customer Rep 1
Customer Rep 2
Vice President Loans
Asst. VP Loans
Sup. State Sup. Federal
Asst. VP Services
Vice President Administration
Sup. Maintenance
Asst. VP ATM Asst. VP Employees Lt. Security
Asst. VP Accounting
Organization Chart for a Typical Bank