ACCY936 - Management Information Systems

Business Report
Commonwealth Bank of Australia

Report Made By-

Name- Adrian Gerald Aristotle
Student Number-6866918
Class- Tuesday 9AM
Submission Date- 1st May 2021
Executive Summary-

This report is to analyze the Commonwealth Bank of Australia (CBA). In August

1911, Australian Government founded this bank. Commonwealth Bank of
Australia is mainly associated in granting banking financial services and products
corporate sectors, small businesses and customers. On the planet, CBA is
Australia’s standout and main bank and amongst the most noteworthy monetary
establishments. To maintain competitive edge in market, it is mandatory to
furnish Australia’s dominant organizations with the necessary tools and budgetary
arrangements. CBA has an efficient local and worldwide presence, CBA empowers
consumers to enhance operations, structure of capital and financial expert intake.
CBA is a leading provider of share broking, funds management, premium banking,
retail banking, banking products and services and institutional banking. Aim of
this report is to evaluate and analyze the management information and
administration of CBA bank. The report includes accomplishment of CBA Bank in
various segments of country.
Table of Contents-

S. No. Index Page No.

1. Executive Summary 2

2. Introduction 4

3. Location, Mission, Purpose & Orientations of Organization 4

4. Banking Products 6

5. Customer divisions 6

6. Promotional Strategies 7

7. Credit card debt 7

8. Products and services Substitute 9

9. Customer Assistant 9
10.
Customer Rights for faulty services 10
11. Customer Records and Interaction 10

12. Distribution of report to manager 11

13. Conclusion 11
14. References 12

15. Excel Dashboard 13

Introduction-
In 1911, Commonwealth Bank of Australia was founded. Firstly, it was a
Government bank but in 1998, CBA became the recognized public company.
CBA’s main headquarter is in Sydney and over 1000 branches in all over world.
Apart from Australia, CBA has its branches in New Zealand and in Asian countries
as well.CBA also offers net banking and mobile banking facilities to customers.

Via this report, we will see that bank cannot only exist on the basis of financial
operations but all-round in terms of clients, staff, shareholders, etc. To collect the
relevant information about commonwealth bank of Australia, many different
approaches are used. Furthermore, ultimate objective of bank is to beating the
previous financial year targets by looking over the current year financial records
of data.

CBA provides financial services like premium banking, institutional banking,

business banking, insurance, share broking and funds management. From
government prospective, it was important that CBA not became a competitor or
regulator for other commercial banks.

Location, Mission, Purpose & Orientations of Organization

Looking over the exceeding expectations of clients services, CBA perception to
become Australia’s superior budgetary services organization. To achieve this goal,
CBA operates differently. The resolution to become successful reflected in bank’s
grant wins. CBA delight in maintaining great CSR, solid brand, exceptional branch
network and superb training staff. As compare with any other competitor, CBA
provides excellent package of products and services so CBA has earned lot of trust
from stakeholders. CBA adopted a strong strategy that requires improving
customer services, expanding bank vestige by building up bank administration,
filtering sales model to fulfill clients need, and simplifying bank procedures and
policies. To make the firm growth continuous, entry strategy is the key factor. This
can be achieved when company recognize their strengths and setbacks in order to
wipe out weakness, by doing so company can improve their performance higher
than before. The implementation of strategy enhancement support to both
established and growing company as market changes everyday. Hence, to
increase production of company, it is important to identify challenges and initiate
some good measures.

Banking Products-
  Business Accounts
 Business Credit Cards
 Merchant Services
 Online Banking
 Business Loans
 Home Loans
 Insurance
 Travel products
 Financial Planning
 Assets Finance
 Superannuation
 Business Products

Consumer Divisions-

Number of Business Products mentioned above designate consumer contour with

a high variation of need in financial management.CBA has customers in areas of
funds management, insurance, share broking, investment, premium customers,
retail banking customers, and superannuation.

Determination of Consumer needs-

Developing consumers essential mentality-

 Occupying consumer’s mentality via customer process mapping, frequent

interviews, and voice of customer surveys.
 Framing superiority for analytical leverage.
 Analyzing customer’s objective, motive, vision.
 Accordingly creating, monitoring and implementing strategies.

Examine effect and cause-

With root cause analysis there is a better customer outcome. Proper bearing of
customer grievances. Reviews for individual customer complaint offer
independently.

Funding in consumer data analytics-

To some of the country's biggest customer challenges, huge team of analytics

experts studying and finding answers.

Promotional Strategies-
CBA innovates and launches many products every year through its technology,
using promotional strategy communicating same to customers. In 2014, Bank
promotes its cardless cash service as a web hunt “Lost wallet” , it is a good
example of promotional strategy[If a customer wanted to withdraw cash from
ATM without using plastic card, they only require CommBank app installed in
their mobile]. It is kind of contest, where customer have to find hidden wallet of
worth $200.
As bank never promotes their services in a fun way, this promotional message
was very well promoted. This was unique. As this promotional activity reduced
card transactions and push cardless transactions.

Bank’s top strategic priority is customer service. CBA main aim is customer should
have a satisfied relation with bank, relation with staff should be friendly, proactive
and knowledgeable. Reflecting the service they experience, bank wants
customers to become advocates. No matter, as per the last overview, more than
60% of customers gave review that they are satisfied our services.
Commonwealth bank of Australia desired to enhance their assistance, consistency
and offers. CBA will accomplish this by-

 Reinvigorating Sales and Service program across the Group;

 Improving customer engagement by further investing in our people;
 Ensuring the Bank is easy to do business with by fulfilling simple
 requests at point of sale using our CommSee customer management
system; and
 Providing value-for-money products and services.
Credit Card Debt-
In this global financial crisis, numerous offshore financial institutions have raised
their credit scorecard and are ready to take unsecured debt. As the Australian
credit card market is growing good and in a good shape as we compare it with any
other country. This happened due to judicious granting operations or
government’s credit card regulations norms. Craig James, Chief Economist for
CommSec, notes that, we have a responsible population when it comes to credit
card debt behaviour. "Aussie consumers pat us on the back - you've mastered the
plastic fantastic. People are using their credit and debit cards as much as they
ever did, but smartly. Aussies are using their credit cards, but paying off the debt
by the due date" dames, 2012)

If customers needs are not met by any business products or services-

In the current scenario, customers are more comfortable by doing things through
social media, as the Australia’s largest bank revealed that there are some issues
with few clients in using credit or debit cards and appraising online services. As
this problem was rising day by day, and were affecting bank’s tap and go and
cardless cash products in which customer can withdraw amount just by their
mobile app. As some customers having problem in assessing their home loan,
saving accounts, credit card, or transactions in bank app or online.

Products and services Substitute-

Customers can gain products and services with some alternative options-

 National Australia Bank

 Suncorp-metway
 Westpac banking

National Australia Bank-

National Australia Bank is helping CBA customers with their money from more
than 150 years. In more than 800 locations in Australia, New Zealand and other
parts of world, 35000 people are serving 10 million customers. Understanding our
customer and supporting them, NAB built our business. This bank aim to take the
hard work out of banking.

 NAB mainly involve in funding important infrastructures like roads, hospital

and schools.
 NAB shows that they work inclusive, innovative and responsible.
 NAB work with small, medium and large business to help start, run and
grow, as National Bank of Australia is Australia’s biggest business bank.

Suncorp-metway-
Suncorp group is Australia’s Largest Financial brand. This group mainly leads in life
insurance, share trade, banking, and internet banking brands. This group help
many customers to accomplish targets, protect what is special to them, build their
wealth. If we talk about ASX-listed company list, suncorp group comes in the top
20 with over 9 million customers and 14500 employees.

Westpac Banking-
To support your business, corporate and personal banking needs, Westpac offers
wide range of innovative financial packages. Westpac is Australia’s first bank
which offer wide range of financial packages. It offers wide range of services like
home loans, credit cards, share trading, investments, international and travel.

Customer Assistant-
 Become a trust advisor to small Business Customers
As in 2008 Australian economic recession, the big effect of this recession
was faced by small business more than large firms. 170000 small businesses
were shut down between 2008-2010 alone. So this is the reason to fund
small business to run their business.

 Promote Financial Literacy Through Customer Education

 In the bank financially literate customers are more beneficial and profitable to
the firm as they are more aware of usage of depositary products. As their
financial literacy will educate customers on financial literacy and profit.

Customers Rights for faulty service

Commonwealth bank of Australia has said that it will not be contesting two
lawsuits brought against it by the Australian securities and investments
Commission (ASIC) regarding consumer protection breaches.

While we’re independent within the Bank, we’re not independent of the Bank. As
on-

 Improving banking services, processes and products.

 Making decisions, investigating problems and solving issues.
 CBA promised to their clients that they will listen to them and solve their
grievances as soon as possible and make sure that it is solved in fair
manner.
 If you are unable to solve the complaint, CBA help you in challenging and
complex situations.

Customer Records and Interaction

 Avoiding duplicate contacts and leads

As the Email id of every customer is different so the bank match email address so
that duplicate records can be avoid.

 Style Sheet Maintenance

By introducing name conventions, data entry can be easy and consistent. Efforts
of human are important.

 Complete data Maintenance

Incomplete data information is not good for company, as data quality reduced.
The CRM account is to be maintained by employees and filling all fields is
mandatory, and its time consuming, so the sales team sometimes skips some
details or column so the data quality reduces.

Distribution of Report- Branch Manager

I am sharing this report to my manager.

Branch manager’s responsibilities-

 To the bank employees providing training, motivation, coaching and

development.
 Making business plans, forecasts and financial objectives.
 Monitoring all operations of bank like customer service, administration,
distribution, sales, human resource with objectives.

Conclusion
This report contains the whole information of CBA by focusing on formation,
structure, its culture, business environment. Bank not only involve in financial
operations, it handles all the kind of work for their clients, staff, and stockholders.
Bank’s management system is perfect.

References-
https://www.commbank.com.au/content/dam/commbank/about-
us/shareholders/pdfs/2006-asx/20060809-Commonwealth-Bank-Strategy.pdf

https://www.commbank.com.au/about-us.html?ei=CB-footer_about-commbank

Aroney N Gerangelos P. A. Stellios J & Murray S. L. (2015). The Constitution of

the Commonwealth of Australia, Cambridge, Cambridge University Press.

Griffiths, A., & Wall, S. (2011). Economics for business and management. Harlow,
Pearson Education Limited.
My Excel Dashboard-