1. Let’s play BANKING!

2. The citi never sleeps.

3. The world’s local bank.

4. A passion to perform.

5. We find ways.

6. We’ll take you farther.

7. You’re in good hands.

8. Moving forward.

9. Driven with passion. Powered by e-xcellence.

10. Your success is our business.

11. Ang Bangkong May Damdaming Bayan.

12. Which bank was not mentioned?

13. What is EastWest Bank’s tagline?

14. EAST WEST BANK A Case on Operations Management

15. about eastwest operations overview customer relations management learnings recommendations JULY 6, 1994 Filinvest Development Corporation Created as the Philippines’ 34 th commercial bank Mission: to become a “world-class bank anchored on service excellence”

16. about eastwest operations overview customer relations management learnings recommendations SEPTEMBER 4, 2009 Merger with AIG PhilAm Savings Bank 6 th Largest Credit Card Issuer 6 th Largest Provider of Auto Financing

17. SEPTEMBER 2, 2011 UNIVERSAL BANK STATUS about eastwest operations overview customer relations management learnings recommendations

18. 113 BRANCHES NATIONWIDE 145 ATM TERMINALS HEADQUARTERS about eastwest operations overview customer relations management learnings recommendations Pasong Tamo Extension PBCom San Mig Properties Salustiana Ty Tower Hanston Building THE BEAUFORT

19. Services Deposits Bonds Repo Placement Safety Deposit Products Consumer Loans Commercial Loans Electronic Fund Transfer (Telegraphic transfer) Philippine Domestic Dollar Transfer System (PDDTS) about eastwest operations overview customer relations management learnings recommendations

20. Departments Human Resources Treasury Trust Credit Card Customer Relations Sales about eastwest operations overview customer relations management learnings recommendations

21. about eastwest operations overview customer relations management recommendations learnings New Product Development Internet Banking Mobile Access

22. about eastwest operations overview customer relations management recommendations learnings New Employee Orientation Program (NEOP) Internal control for branches Dual custodian requirement and CCTV Training for counterfeit detection and signature verification Quality Management

23. about eastwest operations overview customer relations management recommendations learnings Branch and employee performance evaluations DOSRI policy (Directors, Officers, Shareholders and Related Interests) Quality Management

24. about eastwest operations overview customer relations management recommendations learnings Customer flow Queuing system (number system) Reserve employees for peak season Information flow Employee Relations Council (ERC) for internal complaints Local no. and e-mail for interbranch communication Flow Management

25. Building Relationships about eastwest operations overview customer relations management recommendations learnings Door-to-door Saturation of area Filter customers applying for new accounts (pleasant but strict)

26. Creating customer value: Feeling important and valued Up-to-date customer information Customer needs and wants Incentives and promotions Sustaining Relationships about eastwest operations overview customer relations management recommendations learnings

30. For small clients: No discrimination Valued and taken care of as well Sustaining Relationships about eastwest operations overview customer relations management recommendations learnings

31. Handling requests and complaints: Listen Allow customers to cool down Explain the situation and resolve Solving at the branch as much as possible Approval of management Sustaining Relationships about eastwest operations overview customer relations management recommendations learnings

32. SWOT Analysis about eastwest operations overview recommendations learnings STRENGTHS: More services Updated promos Reach out to customers with a personal approach Strategic locations Owned by Filinvest WEAKNESSES: Less aggressive marketing efforts Limited appetite for risk Inequality customer treatment customer relations management

33. SWOT Analysis about eastwest operations overview recommendations learnings OPPORTUNITIES: Expansion Owned by Chinese- Filipinos Current tie ups with schools THREATS: Other established and trusted banks Competitive rates Easily shifting customers Investment bank status customer relations management

34. about eastwest operations overview customer relations management recommendations learnings  Increase number of branches through mergers and acquisitions  Focus on establishing relationships with Filipino-Chinese market  Tie-up with schools for tuition and miscellaneous payments Recommendations

35. about eastwest operations overview customer relations management recommendations learnings  Offer competitive rates for valued clients  Provide excellent customer service to build trust and loyalty  Conduct continuous training for employees to keep quality service Recommendations

36. about eastwest operations overview customer relations management recommendations learnings Learnings  The main focus of a bank’s operations is customer relationship management.  The banking industry is very competitive. Being efficient is not enough.

37. about eastwest operations overview customer relations management recommendations learnings Learnings  Banks have to keep up with customers’ needs and global trends.  Excellence in banking requires a balance between a strong background in finance and good communication skills.

38. about eastwest operations overview customer relations management recommendations learnings Learnings Banking is like a relationship. Don’t overpromise. Keep your feet on the ground.

39. WEST EAST EAST WEST BANK Your dream.Our focus. Thank you. Cruz.Cua.Cultura.Fonseca.Javier.Kua.Lim.Te.Wong