Challenges

  • Define and share a consistent way to document process
  • Implement process standardization
  • Improve process and customer experience

Results

  • Customer-centric model
  • Process maturity assessment
  • Information sharing tool

As one of the leading banks in Thailand, managing hundreds of products and services, customer experience and process standardization are central pillars in TMB Bank’s strategy.

Prior to using HOPEX, TMB documented processes and workflows in a variety of different tools, including PowerPoint, Visio, Excel and Word, and process data was kept in employee’s personal storage.

To improve processes and customer experience, TMB needed to establish:

  • A central repository for all products and procedures
  • Easy access to data for all employees
  • An ability for process owners to standardize operations
  • Better visibility on processes to improve the customer journey.

Central repository for all products to manage customer experience

In 2014, TMB realized that customer experience couldn’t be thoroughly managed without clear visibility on products and processes. The process excellence team was therefore created and now reports directly to the CEO.

TMB implemented MEGA HOPEX Business Process Analysis and established the required central repository for all products, procedures, data, processes and customer journey maps.

Today, 70% of processes from over 7 business units in TMB are described down to level 4 and maintained in the repository. The effort was initiated by the process excellence team and is now maintained by process owners themselves. More than 30 users regularly update process information and share it with the whole organization through an interactive portal.

The team selected MEGA not only for its leading platform, but also for the partnership approach proposed to guide TMB through its transformation.

From a technical perspective, HOPEX checked all the boxes:

  • ability to document processes with a standard approach,
  • ability to describe TMB’s structure and process hierarchy,
  • ability to describe processes, IT assets and risks in a centralized repository,
  • ability to collaborate online with process/product owners, through assessments, workflows and comments.

From a partnership perspective, MEGA supported the project team with experienced consultants, and continued providing guidance post-production, through its customer success service.

“Despite our efforts to standardize templates for processes and operating procedures, we still encountered inconsistencies in the way diagrams were documented.“
Thatree Methajittiphan, Business Process Management Specialist at TMB Bank  

Visible improvements

Customer journey improvement

The process documentation structure is fully customer-centric: each process is connected to a customer journey, which is itself connected to a banking product. Linking process maps to customer journeys allows TMB to optimize the customer experience of each product and ensure customer satisfaction at each step of the journey. Along the project, the team was able to identify several operational gaps and duplicated efforts towards specific customer journeys, and subsequently worked with process owners to optimize the processes. 

Process maturity management

To ensure quality and foster constant improvement, process maturity is regularly assessed against 5 criteria, each one being measured on a scale of 5 (unacceptable to platinum):

  • customer experience,
  • process and Documentation,
  • capability performance,
  • resource management and level automation,
  • value chain performance management.

With HOPEX, TMB was able to baseline a process maturity assessment and support regular improvement through quarterly updates.

Information sharing and standardization

TMB’s interactive process excellence portal allows all employees to access product and process related data in a friendly and easily accessible way, to keep up to date with procedures and ensure operating standards are respected. The tool is also beneficial to internal auditors, who have direct access to procedures when preparing an audit.

Focus on Enterprise Governance through a dedicated IT and Risk Management solution

With products, customer journeys and operating procedures being documented in HOPEX, TMB plans to extend the value to the organization by adding the IT and Risk Management layers to the stack.

Connecting IT systems to processes and procedures will make it possible to highlight dependencies and ensure business support. IT stakeholders may also benefit from the IT portfolio management solution, which can allow them to increase IT governance and rationalization.

On the risk side, risk managers will be able to map risks and controls directly on process maps, for better risk and control assessment, and to improve communication with process owners.

Next steps

  • IT governance and rationalization 
  • Risk and control assessment

Solutions

  • HOPEX Business Process Analysis
  • HOPEX Platform
  • MEGA Services Team

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About TMB Bank Public Company Limited (TMB)

TMB is one of the leading commercial banks in Thailand which aims to improve the lives of banking customers and empowers them to achieve their financial goals through its efficient transactional banking service in the easiest and most convenient way. Guided by its “Make THE Difference” philosophy, TMB strives to always challenge and improve upon the status quo in everything the Bank does, as well as be adaptive to quick changes in today’s world. In the past ten years, TMB has relentlessly transformed to build financial strength and stability for quality, sustainable growth.

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