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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 Accountin g Organization Chart for a Typical Bank

President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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Page 1: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 2: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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.

Page 3: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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.

Page 4: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

List the primary products and services the organization

provides

Page 5: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 6: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 7: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 8: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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.

Page 9: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 10: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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.).

Page 11: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 12: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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).

Page 13: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 14: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 15: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 16: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 17: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 18: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 19: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 20: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 21: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 22: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 23: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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

Page 24: President Vice President Accounts Asst. VP Savings Asst. VP Checking Asst. VP Mktg Vice President Commercial Accounts Asst. VP Loans Asst. VP Services

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