Client Projects

Citibank CSG, Manila, Philippines
Process analysis and implementation for the entire consumer Bank as well as initiation
and subsequent support of a new MasterCard business. Funded card initiative with
productivity savings from Bank project.

Citibank IB, Manila, Philippines
Process analysis for all process areas and follow-up visits for implementation of
recommendations. Gain of 20+% in productivity.

Bangkok Bank, Bangkok, Thailand
Review, recommendations and implementation of modifications to entire Credit Card
business including technology and organizational structure. Initiated Call Center
Operations.

Citibank CSG/IB, Guam
Full process analysis for all banking services, back room operations and technology.

Citibank IB, Bombay, New Delhi, India
Process analysis for cash management and all operations. Significant improvement in
LC transaction delivery and service support.

Citibank CSG, Jakarta, Indonesia
Process review for all bank operating areas and re-visits for continued operational review.
Developed processes and structure for the start-up and continued operation of
the Visa Card program. Designed and implemented initial Call Center Operations for
Bank and Card Businesses.

Citibank IB, Singapore
Process review for all operational areas with recommendations for productivity gains in
operational combination with CSG.

Challenge Bank, Perth, Australia
Total Bank back office process review and follow-up training as well as implementation
of over 200 process changes.

Citibank CSG, Singapore
Review of operating areas in the Consumer Bank and the Visa Card operations.
Significant call center improvement.

Citibank CSG, Kuala Lumpur, Malaysia
Review of all Credit Card operations. Substantial expansion of Call Center Operations.

Citibank, CSG Bangkok, Thailand
Full process rationalization for Diners Club and Visa.

Diners Club International, Melbourne, Australia
Full process review and total organizational structure realignment with implementation
responsibility and annual re-visits to assure continued improvement.   Most recently
involved in Total Quality Program with Cardmember and Service Establishment survey
development. Designed automated collection-handling matrix. Initiated centralized Call
Center with ACD, IVR support.

American Express Bank, London (Burgess Hill)
Full process review for CFS with implementation responsibility. Obtained 28%
productivity gain with substantial improvement in net credit losses. Initiated modern third
party collection usage.

American Express Consumer Financial Services, Hong Kong
Full process and structural review with implementation.

American Express Consumer Financial Services, Taiwan
Full process review and implementation.

Citibank CSG, Bombay, Madras, India
Periodic visits for process review within the Diners and Visa operation. Assisted in
amalgamation of two product operations.

Citibank IB Bangkok, Thailand
Created initial processes for start-up securities business including service, lodgment
and all counter-party activities.

Asia Pacific Banking Institute, Singapore
Have given 17 week-long seminars on Banking productivity and process improvement for
multiple country attendees from Asia and the Mid-East. Typical attendance class is 25-30
VPs, Managers and Supervisors.

Asia Pacific Technology Group - Citibank, Singapore
Re-billing and charge-back analysis and recommendations for regional technology
support.

Diners Club International
Have presented 3 Productivity and process improvement seminars in the
United States and Asia.

Citibank, Dakar, Senegal
Full process and structure review of entire business.

Diners Club International, Auckland, New Zealand
Full process review for the total business. Multiple revisits to monitor action items in
implementation.

Citibank, Abidjan, Ivory Coast
Review of all business operations, systems and organization.

Traveland, Sydney, Australia   [Ansett]
Full operations improvement effort emphasizing telephone operations, accounting and
receivable control with impact on support for 260 Travel Centre locations.

Trust Bank, Christchurch, New Zealand
Complete process rationalization for Visa product operations. Support of
implementation with 27% productivity gain.

Visa International
Conducted 13 week-long productivity seminars for multi-country attendees in South
East Asia and Australia.

Air New Zealand, Auckland, New Zealand
Review and recommendations on Air Points booking, award claim and service
processes.

Westpac Banking Corporation, Sydney, Australia
Full process analysis for all operational areas of the Credit Card business with
emphasis on positioning for optimal service and receivable control capacity.

DBS Bank, Singapore
Review and recommendations in multi-product Card environment.   Modification of
processes, technology, applications and organizational structure for DBS Card Centre.

Bank Niaga, Indonesia
Total Card Product operational review including structural realignment, marketing
position and heavy emphasis on ongoing use of technology.

MasterCard University
Was on Faculty for Seminars in Credit Card Operational Improvement. Presented 11
week-long programs.

Citibank, Nairobi, Kenya
Full operational review and recommendations with emphasis on technology
development.

Keppell Bank, Singapore
Process improvement recommendations in conjunction with consumer loan automation
and credit scoring projects. Initiated Call Center loan origination program.

Colonial State Bank, Sydney, Australia
Full review of Business Banking front and back office processes. Review of all Credit
Card processes including recommendations on structure integration with Bank
functions and capacity planning initiation.   Created a sales call cycle reporting and
tracking mechanism for middle market sales.

Became Head of Change Management, as an internal consultant, developing process
modification and capacity planning methodologies leading toward successful
franchising of 320 branches during the cultural and procedural amalgamation of
insurance and banking entities.

ANZ Grindlays, Chennai, India
Review and recommendations for MasterCard and Visa operations. Total restructure,
process modifications and measurement techniques resulted in 110% productivity gain.
Developed Call Center strategy and implemented operation.

ANZ Grindlays, Karachi, Pakistan
Complete process rationalization for the recently initiated Credit Card business.
Designed an automated collection system for local use.

Citibank Consumer Bank Sydney, Melbourne, Brisbane, Australia
Analysis of all card operations with significant structural change recommendations.
Special focus on 3 location amalgamation of telephone processes. Major changes
to collection process and dialler use. Recommendations supported 26% productivity gain.

Kuwait Real Estate Bank, Kuwait
Development of new bank processes and structure to best utilize planned new operating
system. Built collection system module. Designed and administered new system and
process training for staff in all central and branch operations prior to system conversion.

GE Capital, Melbourne, Australia
Analyzed total 250 staff collection effort with recommendations on Campaign (queue)
structures, support processes and telephone dunning techniques. Designed and
administered training resulting in documented 21% improvement in collection
effectiveness.

We take on only one client at a time in order that we can focus on the quality of our
performance.   We believe strongly that the consulting business reflects a reputation for an
organization, which is only as good as its last failure.   We will not tolerate failure or less
than the absolute highest quality performance in our business.   We will not fall into the
trap of extending ourselves beyond our capability to service clients appropriately.

Client Projects