...Introduction/Facts of the Case ANZ bank is over 170 years old providing a range of banking and financial products and services to more than 5.7 million retail customers on a global scale (case). . Offering 817 branches and 2600 automated teller machines (ATMs) all over Australia, ANZ is ranked in the top 4 banks in Australia along with Commonwealth Bank of Australia, National Australia Bank Ltd (NAB) and Westpac Banking Corporation. This report will identify the current position of ANZ, and how they are attempting to reposition themselves in the financial services industry. The case highlights the strengths and weaknesses of ANZ and how effective their current marketing strategy is. The strengths of ANZ which have been identified in the case are their highly customised bankcards, their trustworthy image and reputation, knowledgeable staff and the size of the firm. ANZ’s weaknesses are that their products are quite easy to imitate due to such intangibility, they are at the bottom compared to their competitors, the communication gap occurring through the reposition of their new brand and the inflexibility due to the large structure of the bank. This paper will explore two of ANZ’s main strategic issues which are the communication gap of through the repositioning and rebranding as well as ANZ’s competition in the financial industry. Key Strategic Marketing Issues The banking industry is very well established and has a limited selection of different products. Due to few substitute...
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...Acquisition of ANZ Grindlays by Standard Chartered Bank Banking sector is one of the fastest growing areas in the developing economies like India. M&A is discussed as one of the most useful tool for growth, which has evoked the interest of researchers and scholars. Indian economy has witnessed fast pace of growth post liberalization era and banking is one of them. M&A in banking sector has provided evidences that it is the useful tool for survival of weak banks by merging into larger bank. It is found in our study that small and local banks face difficulty in bearing the impact of global economy therefore, they need support and it is one of the reasons for merger. Some private banks used mergers as a strategic tool for expanding their horizons. This report talks about the acquisition of ANZ Grindlays bank by the Standard Chartered bank. Standard Chartered PLC is a British multinational banking and financial services company headquartered in London. It operates a network of over 1,700 branches and outlets (including subsidiaries, associates and joint ventures) across more than 70 countries and employs around 87,000 people. It is a universal bank with operations in consumer, corporate and institutional banking, and treasury services. Despite its UK base, it does not conduct retail banking in the UK, and around 90% of its profits come from Asia, Africa and the Middle East. In 2000, it completed the acquisition of ANZ Grindlays bank in a $1.34 Billion deal. The following...
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...IMPLEMENTATION OF CUSTOMER RELATIONS MANAGEMENT AT ANZ BANK Table of Contents 1.0 Introduction 3 2.0 Company Background 3 3.0 SWOT Analysis 4 4.0 CRM Project Objectives 4 5.0 Selected CRM Suite and Analytical Capabilities 5 6.0 Infrastructure Requirements 10 7.0 Training 11 8.0 Timeline 12 9.0 Budget 14 10.0 Conclusion 14 References 15 Implementation of Customer Relations Management at ANZ Bank Introduction Customer Relations Management (CRM) is the integration of people, processes, and technology to maximise relationships with its customers (Goldenberg, 2003, p.7). It involves a comprehensive approach that provides seamless coordination between all customer-facing functions through technology, which is used to organize, automate, and synchronize sales, marketing, customer service and technical support. The main aim of the CRM initiative is to facilitate the use of technology and human resources to gain valuable insights into the behaviour and value of its customers (Onut et al., 2002, p.3). This is particularly very instrumental in the banking sector (Yao & Khong, 2012, p.151). CRM programs are associated with improved financial performance, customer loyalty and satisfaction. Company Background The Australian and New Zealand Banking Group (ANZ bank) is the third largest bank in Australia and the largest bank in New Zealand in terms of market capitalization. Australian operations...
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...CREDIT RISK MANAGEMENT AND BAD DEBT CONTROLLING Case: ANZ Vietnam LAHTI UNIVERSITY OF APPLIED SCIENCES Degree program in International Business Thesis Spring 2013 Minh Thong To Lahti University of Applied Sciences Degree Programme in International Business MINH THONG, TO Credit risk management and bad debt controlling Case: ANZ Vietnam Bachelor’s Thesis in International Business, 53 pages, 3 pages of appendices Spring 2013 ABSTRACT It can be seen that the Vietnamese economy in the first decade of the 21st century has a significant development in the banking sector. Commercial banks represent a big role in this development. The banks’ capital rose rapidly and became an important factor in Vietnamese economic growth. However, a negative side always follows the result of any growth. Expanding operation leads to debt rate increase in most commercial banks. Especially bad debts rate rose rapidly. Bad debts became a serious problem for the Vietnamese economy. When the amount of bad debts increases to a particular point, it will hinder the development as well as the operations of the banks. Due to this issue, controlling the bad debt rate is hard work for all commercial banks. There is no model of solution for all banks. According to specific characteristic of each bank, specific solutions to control bad debt rate are provided. However, those solutions seem to be not as effective as expected due to many reasons. When Vietnam became an official member of the World Trade...
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...ANZ Vietnam Internship Report ANZ Vietnam Internship Report Internship Report Synopsis Name | Nguyen Tran Tuan Chau | ID | 03001011011003 | Program | Bachelor of International Management | University | Banking University Ho Chi Minh City | Duration | April 2nd – July 1st, 2014 | Advisor | Hoang Van Chien | Supervisor | Nguyen Huynh Phuoc An, Manager of Credit Assessment Nguyen Xuan Phuong, Assistant Manager of Credit Assessment | Type of Internship | Credit - Finance and Banking | Institution name | Australia and New Zealand Banking Group Limited (ANZ) | TABLE OF CONTENTS Acknowledgement 4 Executive Summary 5 Chapter I: Company Profile A. ANZ Global 1. Overview 6 2. Achievements 6 B. ANZ Vietnam 1. Location in Ho Chi Minh City 8 2. Local Network 9 3. Website 9 4. History Background 9 5. Key Milestones 10 6. Shareholders 11 7. Achievements 11 8. Strategy: Blueprint for Success 13 9. Products and Services 9.1. Institutional – Commercial Banking 14 a. Institutional Banking 14 b. Commercial Banking 15 9.2. Retail Banking 15 10. Customers 17 11. Organizational Chart 17 12. ANZ Share Priorities 2014 18 Chapter II: Working Diaries 1. Internship Activities 19 2. Activities and the Role of Credit Assessment to ANZ 20 3. Performance of Credit Assessment – Personal Loan 21 Chapter III: Conclusion 1. Assessment of the Internship 22 ...
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...ANZ BANK EXPANSION- Case 1 TARGET/OBJECTIVES: Contribute 20%, $1.5bil net profit, of its earnings by 2012. Rational approach could be applied in this case as the objective is very clearly as above. Organization’s strategic situation, external environment, internal resources and capabilities must be needed: EXTERNAL ENVIRONMENT ANALYSIS: - Industry: Financial services Industry value chain: The banking business is customer driven and therefore the banking value chain starts from the market side. The value process starts with advertising a newly developed product or service to the market. Secondly, the product/service is sold to customers, e.g. the credit contract will be signed by the customer. In a third step the product will be provided to the customer, e.g. the credit amount is paid to the account of the customer. Finally the corresponding transactions, like payments, clearing & settlement transactions etc. will be processed. The distribution part of the banking value chain consists of marketing and sales activities. Marketing includes promotion and advertising activities, branding the firm name/products/services and sales support. Sales consists of multichannel management (sales force, internet, call centers, branches), acquisition of customers and offering/pricing. The distribution part of the banking valuechain consists of marketing and sales activities. The value activities from products include the product development process as well as the provision...
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...hide sub-menu options. About us (You are here) . Press enter to show hide sub-menu options. ANZ Summer Intern Program Careers ANZ Australia Graduate program ANZ Generalist Bankers program ANZ Summer Intern Program Why join ANZ Recruitment process Eligibility Explore your program options Grad stories Read about past graduates At your campus Apply Contact us Who you choose for your first gig is everything Find Out More When it comes to your career, who you choose for your first gig is everything. That's why ANZ want to give you the facts about our Summer Intern program and help you make the right decision. We're a bank that's focused on people. With a supportive environment for all our employees, we thrive on a culture where performance is rewarded and where everyone has the opportunity to learn and develop. At ANZ we are in an exciting period as we work towards becoming a super regional bank. We are widening our presence in Asia and leveraging off our strong foundations in Australia and New Zealand, to become the growth bank in the growth region. As a result, there are greater development opportunities for our employees than ever before. As an Intern you will have the opportunity to be a part of this journey as you add value from your first day, delivering real work with real results. Participants of the program will get a genuine feel for a career at ANZ. You will meet graduates and managers, work as part of a team and develop great skills important...
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...of the interest income. The figure means that both bank are majorly focus on the interest business as a commercial bank. It also leads to the asset utilization and the interest income ratio are highly similar as shows on the graph. As we can see on the interest income ratio graph, the interest income ratio was drop rapidly during the 2008 to 2009 then make a few recover on 2011 and the trend of ANZ and NAB are similar. The reason of the fast decreasing on the interest income ratio may be the global economic crisis during 2008. The global economic crisis pull the hold financial industry down and it also affect the interest income of those two banks. The bank’s interest income is also strong relate to interest rate. Graph ?(ausi interest rate) and ? (interest income ratio)shows a similar performance between the interest rate of Australian and the interest income during the 2008 to 2012. The trend of income interest ratio is following the step the trend the interest rate of Australian. In addition, both ANZ and NAB perform following the economic performing which is the reason why the NAB and ANZ asset utilization graph similar. According to the graph of interest income ratio, we know that ANZ is performing more efficiently than the Nab in last 5 years. However, the interest income is NAB is more than ANZ as show in Graph ?(interest income) .Therefore the reason of ANZ have higher efficiency is NAB holding much more asset than ANZ....
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...A CASE STUDY ON BANKS IN FIJI COMPILED BY: SHINAL PRIYANKA CHAND 1 INTRODUCTION Fiji has a well developed financial system that not only is secure and sound but has remained flexible despite the recent global financial crisis. The strong involvement of the banking industry to the Fiji Financial System has been a major factor in this regard. Over the years the Banks have invested heavily in Fiji and have remained committed to delivering services that have helped shape and develop our country into what it is today. At the end of 2010 the commercial bank’s assets alone was approximately 42% of the entire financial system and this highlights the importance of this industry in the local economy. The value of total assets of the commercial banks at the end of 2010 was $4.5b and equates to around 75% of GDP. Commercial banks are financial institutions that primarily intermediate between the savers and the borrowers in an economy. They also buy and sell foreign currencies and facilitate trade and the transfer of payments both domestically and across international borders. It is these very transactions that help to pay for our salaries, the importation of goods and services that we use almost every day, and provide the much needed capital for investment. At the end of 2010, the total loan book value of all banks stood at $3.1b and this has grown by 159% over the last 10 years. Furthermore, Commercial banks play an important...
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...Corporate Culture in ANZ Bank * Ethical Culture * Asdasd * Asdasd * Asdasdad Conclusion Scholarly Articles Appendix References Executive Summary The aim of this report is to discover, analyse and offer suggestions on the current Corporate Culture of ANZ and the bank industry. Through the report we will uncover how Corporate Culture is formed and how it affects the managers and employees of the organisation. Key elements that might affect corporate culture will be discussed and analysed in detail. Introduction to Organisational Culture Organisational Culture is a set of guidelines designed by the management to educate new employees and keep old employees aligned with the organisation’s goals. Corporate Culture is usually determined by the top management and briefed to the employees by the managers. The managers in turn need to become role models by practicing in theory and action the organizational values. The commitment in senior management to the culture is of utmost importance with rewards given out to employees who reinforce the organization’s values. However, Organizational Culture is like a double edged sword and can be used in time of need to deflect responsibilities from the higher management. A strong culture within the organisation will also downplay the importance of conflict among employees while protecting the decisions of the management. (Amanda Sinclair, Journal of Business Ethics 12:63-73, 1993) With banks expanding internationally...
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...Firm: Westpac 7 Overview 7 McKinsey’s 7 S Framework 7 Competition Analysis 11 Blue Ocean Analysis 13 SMSF and Strategy Recommendations 13 What is a SMSF? 13 Three tiers of Non-Customers 13 Strategic Canvas – SMSF 14 3 Keys to Success: Tagline, Focus and Differentiation 14 Option 1 14 VRIO 15 Option 2 15 VRIO 15 Appendix 17 Industry Analysis Charts 17 Porters 5 Forces Analysis Detail 20 Westpac Strategic Priorities 22 Material issues 23 Executive Summary Westpac Bank is Australia’s first Bank, founded in 1817 and is currently one of the “big four” group of lending banks in Australia. Listed on the stock exchange in 1970, Westpac has a history of acquisitions, notably the recent (2008) purchase of St George, which contributes 19% of Westpac’s Cash Earnings. Westpac has a market capitalisation of $76.5 billion in an industry with an overall value of $208.6 billion, or roughly 10% of Australia’s GDP. The financial services industry in Australia is an Oligopoly, with the big four banks accounting for over 80% of the market. A mature market, players are converging, and the industry is forecast to grow at around 8% year on year to 2018. Competition in this industry is fierce, though there is also speculation that there may be significant price signaling amongst the “big four” in particular. Westpac’s strengths, shown in a McKinsey 7S analysis, lie in its ability to innovate, deliver superior technological solutions, its multi-brand strategy that also encompasses...
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...Executive Summary The article applies PESTEL and five- forces analytic methods to analyze opportunities and threats of Westpac Bank Group in general and competitive environments. Specifically, in general environment, the key perspectives are political and economic factors. However, faced with strong substitutes and rivalries, Westpac would focus on those great threats. In addition, the report demonstrates the visions and missions of the company, indicating the Westpac’s objectives. Then, SWOT analysis is used in the company’s strategic management, which discovers the strengths including company’s infrastructure, great reputation, staffing level and the weakness covering capital risk and low profitability. Moreover, five categories of resources, namely financial, physical, reputational, technological, human resources are discussed. Furthermore, several specific strategies would be presented to gain company’s further objectives and achieve better development. Finally, some recommendations will be suggested to the company, enhancing Westpac’s business operations and development. 1.General environment As one of the big four banks in Australia, Westpac Bank is unavoidably affected by macro environment, faced with several opportunities and threats. Specifically, in terms of political and legal factors, although lots of financial policies and regulations are made to support better Australian banking industry reforms, excessive regulatory interventions may confine Westpac development...
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...recommendation. The first section will critically provide a brief overview of the company background and detailed information about its core products and services consisting of personal banking, company banking and wealth management. Following section will discuss through macro-economic factors including the current state of the economy measured by relevant economic indicators. Then, the industry overview and the performance of major rivalries will be analysed and supported by conducting Porter’s five forces and Swot analysis. The critical section will deliver business and financial risks analysis via different categories of risks. The analysis will be complemented by the comparison between Bendigo &Adelaide Bank Ltd and other major competitors comprising of National Australia Banks Limited (NAB),...
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...Discussion Paper No. 109 CUSTOMER SATISFACTION: A STUDY OF BANK CUSTOMER RETENTION IN NEW ZEALAND David Cohen1 Christopher Gan2 Hua Hwa Au Yong3 and Esther Choong4 March 2006 1 Commerce Division, PO Box 84, Lincoln University, Canterbury, New Zealand, Tel: 64-3-3252811, Fax: 64-3-325-3847, cohend@lincoln.ac.nz Corresponding Author, Commerce Division, PO Box 84, Lincoln University, Canterbury, New Zealand, Tel: 64-3-325-2811, Fax: 64-3-325-3847, ganc1@lincoln.ac.nz Department of Accounting and Finance, Faculty of Business and Economics, Monash University, Victoria 3800, Australia, Tel: 61-3-9905-5178, Fax: 61-3-9905-5475, Email: HueHwa.AuYong@BusEco.monash.edu.au Standard and Chartered Bank, Kuala Lumpur, Malaysia, Email: mcc9999@gmail.com 2 3 4 Commerce Division Discussion Paper No. 109 CUSTOMER SATISFACTION: A STUDY OF BANK CUSTOMER RETENTION IN NEW ZEALAND David Cohen Christopher Gan Hua Hwa Au Yong and Esther Choong March 2006 Commerce Division PO Box 84 Lincoln University CANTERBURY Telephone No: (64) (3) 325 2811 extn 8155 Fax No: (64) (3) 325 3847 E-mail: ganc1@lincoln.ac.nz ISSN 1174-5045 ISBN 1-877176-86-9 Abstract Customer retention is an important element of banking strategy in today’s increasingly competitive environment. Bank management must identify and improve upon factors that can limit customer defection. These include employee performance and professionalism, willingness to solve problems, friendliness, level of knowledge...
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...Banking System in Vietnam The development of the Banking System in Vietnam has closely linked with its national history. Before the August Revolution 1945 Vietnam was under the French colonialists’ rules. The banking and credit systems was founded and protected by the French colonial Government through the Indochina Bank, which acted as both the central bank of the whole Indochinese region (Vietnam, Laos and Cambodia) and a commercial bank. After the establishment of the Democratic Republic of Vietnam in September 1945 the new elected Government attempted building a monetary and banking system independently from French. In the second Congress of the Vietnam Workers’ Party (February 1951) President Ho Chi Minh signed decree on establishment of the Vietnam National Bank (Ngân Hàng Quốc Gia Việt Nam). On 21st January 1960 the Vietnam National Bank was renamed as the State Bank of Vietnam (Ngân Hàng Nhà Nước Việt Nam). After the fall of Saigon and the capitulation of South Vietnam’s Governors the two parts Vietnamswere officially united. With the founding of Socialist Republic of Vietnam, administrations and institutions of North and South Vietnam became unified. The National Bank of...
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