Irish Banking in a Digital Age: NTUC Income

Irish Banking in a Digital Age: NTUC Income Index Introduction Case Study Information Systems used by NTUC Income before Migrating Business Processes used by NTUC Income before Migrating Problems Associated with the Old Systems New Digital System capabilities How did the new system resolve the problems How did the new digital system provide a basis for the orange strategy Could Orange have been available with the Old systems Three Important Lessons for Irish Retail Banking Conclusion Introduction Banking in a digital age is a huge subject and I have gone into some detail to analyse the case study and to answer the questions outlined. However I want to initially highlight the diagrams below, the first diagram shows the percentage of customers that consult the internet and is self-explanatory, however it does highlight how important the internet is to banks to create revenue and to ensure their viability on into the future. The second diagram however is somewhat of a parallel to this in that it shows that younger customers are inclined to bank with larger well known banks regardless. An interesting argument could be given for both sides. Case Study Information systems used by NTUC Income before migrating were: Old fashioned HP 3000 mainframe system Decades old Cobol programs Batch processing systems, Agents tried to submit the documents using notebooks Business Processes Used by NTUC Income before migrating to new digital systems were: Entirely paper based Customers met with broker/agent to complete proposal form Form is submitted by courier to Office service department Form is logged and sorted Form is then sent to underwriters. Accepted proposals then sent to computer Services Department be printed and distributed. All original documents then sent to storage unit for logging and filing In a lot of cases departments had to pass physical documents among each other Problems Associated with the Old Systems Very cumbersome and time consuming process After proposal form completed by customer it could take 2 to 3 days for the form to be couriered to underwriters Form then sent to computer services department to be printed and distributed. Sent to storage unit to be logged and stored which could take over two to three days Document retrieval slow and cumbersome taking up to two days to locate, then the form had to be shipped by courier. Refiling would take 2 days. Documents had to be physically passed to each other High volume of staff involved in clerical roles, from start to finish the policy will have been handled by up to 13 staff Entirely paper based system Existing computer system very unreliable with regular breakdowns Breakdowns meant loss of man hours re-inputting lost data Existing system had to be backed up daily however if system crashed during the day staff had to choose whether to save daily reconciliation or whether to do a full back up If daily back up not completed previous days data would be lost No Real time data, systems did not allow data inputter to see if customer is existing or new. Loss in revenue and sales due to lack of real time data. Existing system had 3 major hardware failures which mean loss of 6 days. Regular breakdowns No up to date information for departments or internal digital mailing system. 2.1 New digital system capabilities New Java based EBao Lifesystem All branches equipped with scanners and new monitors New PC RAM of 128MB New hardware and software for application servers Disk storage systems Data transmitted immediately All Documents scanned and stored on digital devices Data stored on two or more servers all connected by two or more connection lines. Faster cable Wireless capability Fiber-optic Backbone 2.2 How did the new system resolve the problems? Reduced timeframe for induction of policy Efficient scanning and processing systems. Real time data, enabling cross sales and cross referencing for existing customers Reduction in time to react to market trends and changes. Easier to design and launch new products to keep ahead of market trends Good backup systems, data saved on two or more servers ensuring no loss of data New disaster recovery site that no longer required restoration of the previous day’s data Improved customer service as new system gave a single view of each customer showing all real time data allowing cross selling and reduced turnaround times Up to 50 percent saving on time and costs 3.1 How did the new digital system provide a basis for the orange strategy? Orange was stuck in a paper based timewarp. This meant that all time and energy was put into manual applications which did not leave time for them to focus on a more customer friendly and customer focused organization. The new system meant that there was a huge reduction in the need for large volumes of clerical staff and these staff could be utilized to provide a better customer service and also provide a better profit for the business by utilizing the customer information to enable cross sales. It also enabled time for the marketing strategy to be overhauled as up to date data was now at hand. This data provided a customer profile facilitating the sale of more relevant products by providing some Golden Nuggets of information. As the systems could provide some analytical and operational CRM data. It also enabled the business to be able to react quickly to any new market trends as the new digital systems were able to take on and launch new products quickly and in fact enabled them to set up a brand new concept in the insurance business, the launch of the Orange motorcycles fleet. This fleet was very distinctive and easily spotted on the high street which in itself was a major marketing tool but they not only serviced their own customers who had accidents but also non customers which in turn meant that these people would go to Orange the next time they needed a quote for insurance and also created a Feel Good moment. It enabled them to launch Orange Eye which was a smartphone application. This provided an in car camera which helped combat motor insurance fraud which ensured that costs for the company would be kept down and in turn allowed for reduced insurance policies. 3.2 Could Orange have been available with the Old Systems? Orange would most definitely not have been possible with the old system. They were not able to provide an efficient, straightforward, transparent system or product due to the major constraints of the old systems. 4. Three important Lessons for Irish Retail Banking 1. Banks have to embrace the Digital Age to Increase profit. Banks have to embrace and utilize all systems available and even create new systems in order to increase revenue and in turn increase profit. According the statistics provided by The Second UPC Report on Irelands Digital future the projected value of the Irish internet economy in 2020 will be E21.1 BN, Projected on line Consumer Spending will be E12.7 BN as opposed to figures provided for 2014 when online consumer spending was E5.9 BN. Therefore this market has to be tapped to ensure the viability of the bank into the future. While initially consumers were reluctant to take on some of these new online systems such as online banking one would wonder what their reaction would be if it were to be taken away from them overnight. As can be seen from table below sourced from PWC the percentage of users of online services has increased tenfold and banks have to embrace this change and utilize it to their advantage. Gen Y = born 1980, Gen X = born 1965 – 1979, Baby boomers = 1946 – 1964, Matures born prior to 1946 2. Digital systems improve services. The new orange system allowed for funds and also staff to be freed up to create a much better customer experience. One way of doing this was to send out the Orange Fleet which proved a huge success. This model has been in some way reproduced with banks now beginning to think outside the box, by providing some time/space shifting services such as Mobile Mortgage Managers who will visit you out of bank hours and in turn the new systems that allow you to bank on line 24 hours a day online in the comfort of your own home. Bank of Ireland are currently trying to promote an internal scoring card system that they call NPS to ensure that we continue to provide an excellent customer service and allowing all opportunities to be utilized and all cross sales achieved to ensure a good profit and also a good service to the customer. As outlined in our lectures 50 percent of time and effort is invested in trying to get new customers in the first place and 50 percent to hold onto them. It costs six times more to get a new customer therefore a high retention of existing customers ensures an increased profit. Accenture created a Consumer research of over 13000 in 33 countries and they found that 61% if customers globally switched providers due to a bad experience and 85% switch providers because they feel that companies don’t make it easy to do business with. It is no secret that the general public’s perception of the Banks in light of the recent recession and bailout by the government has not been advantageous and therefore it is in our best interest to improve our systems and also do things a bit differently and this NPS scorecard is in some way helping this. Also the public would not have great trust in the Banks and again the â€Å"simple honest and different approach† adapted by Orange could be adapted in a more robust platform by the Banks. 3. Correct systems have to be in place in order for customers to adapt and embrace the change. Bank of Irelands digital systems were sometimes seen as cumbersome by both staff and by customers alike. There were some major issues with Banking on line for business customers as it was difficult to get set up and in a lot of cases it wasn’t compatible with certain computer systems. There is also the public’s perception of the risk concerned with digital technology and some customers do not trust the systems and still prefer to go in to the Bank and make their transactions or apply for their loans with a human. I showed a family member how to pay a bill on line. This was their first attempt at using this system and they were very impressed with how easy the process was, however as the payee was an Ulster Bank customer the transaction took a couple of days to go through. This caused my relation a huge worry (they are in their 60’s) as she would have preferred to have had physical evidence such as a receipt for the transaction and they could not relax until the funds were acknowledged as received. This however is not such a worry for younger generations as they have more trust in the digital systems. The security issues need to be addressed and maintained and also the banks need to keep ahead of the fraudsters. As long as this continues to happen I c an see a continued rise in the use of digital banking systems. Conclusion As outlined on the Bain Brief article â€Å"Many banks have been too quick to capitalize on digital technologies as a way to strip costs out of their operations. Steering their technology-enable customers to websites, mobile apps and ATMs, they are shuttering full-service branches and replacing them with automated kiosks. But while the savings from taking a self-service approach can be enticing, the longer term costs of abandoning customers to their own high-tech devices are unacceptably high.† The Digital Challenge to Retail banks Oct 17,2012 by Dirk Vater, Youngsuh Cho and Peter Sidebottom. This article was written in 2012 and since then Bank of Ireland has come to realize this and are trying to keep their physical branch footprint in place in as much as possible in order to have a face behind the bank. Other major banks in Ireland have been reducing their branch footprint in order to reduce costs. We will have to wait and see in the future what the best approach to this will have been and as always hindsight is sometimes a great thing. Referencing Accenture Study, Global Consumer Pulse Research (2014) Bain Banking Study (2012) FIS Primary Consumer Research (Aug 2011) Laudon, Laudon,(2014) Management Information Systems Second UPC Report on Irelands Digital Future (2014) Stapleton, (2015) Banking in a Digital Age Webinars Putnam, (2011) Attracting and Retaining Gen Y and Gen X Vater, Youngsuh and Sidebottom (2012) Bain Brief The Digital Challenge to Retail Banks Villers, (2015) PWC Banking will mean digital banking in 2015

An Annotated Bibliography Essay

Chin, Jean Lau. (2004). The Psychology of Prejudice and Discrimination. Westport, CT: Greenwood Publishing Group This book discusses the effects of prejudice and discrimination on the psyche and one’s participation in society as a whole. The relevant section in this book discusses the unique plight of gay or bisexual black men that have to contend with homophobia as well as racism. Of special note is the section in which sexual orientation often has a negative effect on the career development of many gay black men. This is an interesting resource since most of the material on the subject does not address the secondary sub-category of sexual orientation (Chin, 2004). Daniels, C. (2004). Black Power Inc. : The New Voice of Success. Hoboken: John Wiley & Sons C. Daniel’s Black Power Inc. is a book of medium length that explores the phenomenon of black people placing a growing emphasis on economic rather than political power. The book is geared toward young to middle-aged black professional men and women, who are Working While Black (WWB). C. Daniels writes for Fortune magazine with an extensive history in writing about the social dynamics inherent in big business—especially as it relates to the unique issues black men and women face in the corporate world (Daniels, 2004). Davis, G. & Watson, G. (1982). Black Life in Corporate America: Swimming in the Mainstream. Ann Arbor: University of Michigan Press Although written twenty-seven years ago, this account by Davis & Watson (1982) is still relevant in chronicling the early stages of Black integration into corporate American life. The book describes the upstream struggles of educated black professionals as they attempt to make a living commensurate with their skills. While also observing the lesser tolerance of open bigotry in the workplace, certain â€Å"jokes† and comments are often alienating to black men (Davis & Watson, 1982). Gates, Henry Louis. America behind the Color Line. New York: Warner Books, 2004 This book contains interviews from several powerful African-American men including Russell Simmons, Quincy Jones, Vernon Jordan, Colin Powell and Morgan Freeman. Written by Henry Louis Gates, Jr. , one of the premier scholars of African-American studies today. This book shows the diversity of successful Black men from the corporate and political arenas to the performing arts and community activism, and discusses triumphs and challenges. A very good read for anyone studying black achievement (Gates, 2004). Livers, A. & Caver, K. A. (2002). Leading in Black and White: Working across the Racial Divide in Corporate America. Hoboken: John Wiley & Sons This book by Livers & Caver (2002) describes the challenges faced by Blacks who occupy a higher level on the corporate ladder (i. e. managerial positions). They challenge the popular assumption that black leaders have the same issues as white leaders, and underscore the problems of trust many black men have with their white colleagues because of lack of common experiences. This book was intended for black managers that need help in continuing to navigate the system (Livers & Carver, 2002). Merida, K. (2007). Being a Black Man: At the Corner of Progress and Peril. Washington: Public Affairs This is a collection of essays about the personal and professional struggles of black men in America. Many points of view deal with identity intersections of different roles—husband, father, employee, and businessman—as well as dreams and ambitions. This book generated a great deal of interest in the reading public as it offers a personal glimpse of the realities of black life. K. Merida is a reporter for the Washington Post, and was thus able to use his credentials to find many contributors to this volume (Merida, 2007). Van Horne, W. A. (2007). The Concept of Black Power: Its Continued Relevance. Journal of Black Studies, 37(3), 365-389 This is a study of the growth of Black Power in America as the middle-class grows slowly and quietly. Even though over time, black people have gained more civil rights in America, there is still a significant lag between them and the white majority. However, W. A. Van Horne notes that the black underclass often overshadows the slow, but inexorable growth of the black middle class. He also raises questions of whether the black power movement is still relevant (Van Horne, 2007).

Psychological approaches to health practice Essay

Explain different psychological approaches to social care practice In this assignment I am going to look at four different psychological approaches and how they can be linked to health and social care situations, two of the approaches will be linked to health care situations and the other two to social care situations. The first approach that I am going to link to a social care situation is the behaviourist perspective, where psychologists explain all human behaviour as resulting from experience. Two of the major psychologists linked with this approach are Pavlov and Skinner and although these two believed that different processes were involved they agreed that behaviour was the result of learning. I am going to concentrate on the work of Skinner. Burrhus Frederic Skinner was an American psychologist that worked mainly with pigeons and rats to investigate the important principles of learning new behaviours. He was responsible for a very famous piece of equipment, the Skinner box, whi ch was a box that contained a lever that when pressed released a food pellet. This box reinforced lever pressing behaviour. Once the rat was put inside Skinners box it would sniff and move around and at some point push the lever and release the food pellet. When the rat has pushed the lever many times it will learn that this behaviour, pushing the lever, is followed by the release of the food pellet, the consequence. As the rat would like to have more food the pellet is experienced as reinforcing and this increases the chance of the behaviour being repeated. Skinner also investigated negative reinforcement by running a very small electric current on the floor of the box containing the rat and if the rat pushed the lever then the current would be turned off. This action was negative reinforcement. An example of this is taking a painkiller to relieve the symptoms of a headache which results in the headache going away then you have been negatively reinforced for taking a painkiller. Skinner also investigated that punishment happens when behaviour is followed by a consequence which is an unpleasant experience . He did this by having a box where the rat received a small electric shock when it pushed the lever. The consequence of pushing the lever was unpleasant, an electric shock, so the rat learned not to push the lever. The principles of operant conditioning can be used to create more helpful behaviours and remove the  unhelpful ones. The principles of reinforcement and punishment are a very powerful way to alter a person’s behaviour. This process is sometimes known as behaviour modification. My father uses this approach daily at work as he is a senior prison officer at HMP Wayland to maintain order within the regime and my mother uses the same ideas, for classroom management at Wayland Academy, on a daily basis. In both situations, good behaviour is rewarded and poor behaviour is punished but in very different ways. At Wayland Academy, where I have completed my first work placement, there is a behaviour policy called the Red Card Procedure and it is used in every classroom throughout the school. The policy is a four stage policy designed to promote good classroom behaviour and pupils receive consequences for behaviour that disrupts the learning of other students. The procedure is: Step 1 – Consequence 1 (C1) – The student receives a 10 minute detention for a first occurrence of any behaviour that disrupts others learning. This behaviour can include calling out, unnecessarily demanding the teacher’s time and using foul language. Step 2 – Consequence 2 (C2) – The student receives a 10 minute detention for a second occurrence of any behaviour that disrupts others learning. This means that the student now has a total of 20 minutes detention with the class teacher. Step 3 – Consequence 3 (Time out) – After the third occurrence of disruptive behaviour the student is sent outside the classroom and the teacher goes out and speaks to them privately explaining that they have reached their final chance of remaining in the lesson. If their behaviour is not improved after this they will be removed from the remainder of the lesson and have a 60 minute after school detention the following week. Step 4 – Consequence 4 (R ed Card) – If another example of disruptive behaviour now happens the student is removed from the remainder of the lesson and receives a 60 minute after school detention. The Red Card Procedure works on the same basis as Skinners theory that punishment occurs when behaviour is followed by a consequence that is unpleasant. If the student demonstrates disruptive behaviour then they are punished by the removal of their free time, in the form of detention, and it is hoped that this punishment will teach the student to stop the disruptive behaviour. Aldworth, C. Billingham, M. Lawrence, P. Moonie, N. and Whitehouse, M (2010) Health and Social Care Level 3 Book 1 BTEC National  Harlow: Pearson Education Limited – Pages 339-340 The second approach that I am going to link to a social care situation is the cognitive perspective where psychologists believe the brain was like a computer system and much work has gone in to understanding the cognitive processes of attention, memory, perception, information processing, thought, problem solving and language. One of the two main psychologists within this approach, that I am going to talk about, is George Kel ly. He developed a very unique psychological theory known as the Psychology of Personal Construct where he saw the individual as a experimenter, making their predictions about the future, testing them and if they need to they revise them according to new evidence. For example if an individual becomes deaf in their middle age then it might be likely that they withdraw from society and become isolated. On the other hand if they interpret it as a challenge then they may try and find new and exciting ways to work around the deafness and continue with a fulfilling life. Individuals with learning difficulties may experience frustration within their daily lives as they seek to make sense of confusing experiences. The cognitive approach can help individuals with learning difficulties in misunderstood situations, by identifying irrational thoughts, an individual can be a guide to change them, with consequent benefits on their emotions and behaviour. This work can improve an individual’s self-esteem and reduce outbursts which may be caused by a lack of understanding of the requirements that are needed for a situation. While I was on placement at Wayland Academy, I worked with the Year 7 Gold Group, which is a nurture group. The individuals in thi s nurture group all have certain learning difficulties . The group is limited to a maximum of 15 students so the staff have enough time within a lesson to go around and help everyone understand the lesson objectives and stop them from becoming frustrated. For example, one of the students within the classroom has Aspergers Syndrome which is a form of autism but it differs from other conditions on the autism spectrum by its relative preservation of linguistic and cognitive development. The teacher and classroom assistant have certain strategies to allow this student to access learning. While they are sitting and working with him they are continually refocusing his attention on to the required task, and this may involve moving the work into his eyeline if he has become distracted. Another strategy is to repeat and reword the given  task until the student has understood fully. The teacher and the classroom assistant knows when the student has understood because when he has understood he responds to them in full sentences and when he is still struggling he only gives one word answers. Aldworth, C. Billingham, M. Lawrence, P. Moonie, N. and Whitehouse, M (2010) Health and Social Care Level 3 Book 1 BTEC National Harlow: Pearson Education Limited – Pages 350-351 and 359-361 http://www.patient.co.uk/doctor/Asperger’s-Syndrome.htm Now I am going to move on and look at health care situations and the first psychological approach I am going to look at is the humanistic perspective. Humanistic psychology looks at the human experience from an individual’s viewpoint and uses the idea of free will and that everyone is free to make choices. One of the two psychologists I am going to talk about is Carl Rodgers and was very interested in the whole idea concept of self. Self-concept looks at the way each individual views themselves, this includes biological and physical attributes. Self-concept is noticed at a young age, when children internalise other individual’s judgements about them and think it is true. For example if a child gets called naughty or silly throughout their childhood then their self-concept will contain these aspects and possibly shape their future in a negative way. On the other hand if a child is praised and encouraged to succeed then they will have a positive self-concept and will try better at what they do because they start to see themselves as worthwhile. Carl Rodgers is famous for forming a particular type of counselling which is based on unconditional positive regard from the counsellor, to try and help the patient gain a more positive sense of self. Unconditional positive regard refers to the idea that the counsellor supports and validates the individual’s experiences, feelings, beliefs and emotions unconditionally, whether good or bad. Over time this helps the patient accept themselves and think more positively about who they are. One of the features of this approach to helping others is to develop empathy. Empathy is the opposite of sympathy where you would feel sorry for an individual empathy us to really listen to the individual and be in tune with their emotions, and respect them for who they are This is not always easy to do because as we may not understand why the individual feels so bad about themselves about an issue we may be able to easily discharge. Nevertheless, if we try to respect the individual we maybe working with then we might start to understand the importance to them and we can become closer to displaying empathy. True empathy requires us to move aside all judgements we may have and as the saying goes ‘Put ourselves in their shoes’. Like empathy, understanding is of critical importance when applying this perspective to health care practices. Rodgers frequently referred to more then just understanding at an intellectual level: he talks about empathetic understanding which means using your own emotions and sensitivity to become a more effective person to help any individual. A lot of the time many people allow their own personal experiences and personal judgements get in the way of helping the individual by saying â€Å"Well, that’s not a problem – they should just pull themselves together! I have dealt with worse myself.† This can turn into a major barrier between patient and counsellor, instead of creating a barrier counsellors use useful questions like; How does that make you feel? Can you identify what you are afraid of? Could you tell me a little bit more about that? That seemed to upset you? All of these questions enable the individual to break down the problem without realising it so it helps the counsellor what to say and what to suggest for the next step. It has been shown , by a recent study in the Journal of Consulting and Clinical, that cognitive behaviour therapy for adherence and depression can be effective for decreasing depression and increasing adherence to medication in HIV-infected drug users. The intervention group received 9 treatment sessions over a period of 3 months, involving informational, problem-solving, and cognitive behavioral steps. At each step, the participants and the therapist collaboratively defined the problem, generated alternative solutions, made decisions about the solutions, and developed a plan for implementing them. At post-treatment, the intervention group showed significant improvements and showed a significant reduction in symptoms of depression. Depression and substance abuse are the most comorbid disorders associated with HIV-inf ection, and it is suggested that even a small change in adherence can result in improved outcomes for HIV patients. The results of this study suggest that the  integration of cognitive behavior therapy into substance abuse counseling may be useful for decreasing depression and improving adherence to medication (with continued sessions) in HIV-infected patients with a history of injection drug use. Aldworth, C. Billingham, M. Lawrence, P. Moonie, N. and Whitehouse, M (2010) Health and Social Care Level 3 Book 1 BTEC National Harlow: Pearson Education Limited – Pages 348, 349 and 357 http://www.beckinstituteblog.org/2013/03/cbt-is-effective-for-adherence-and-depression-in-hiv-infected-injection-drug-users/ The second approach I am going to discuss in relation to a health care situation is the social learning perspective. The social learning perspective is where influences happen on our behaviour from the environment around us, for example; from peers, siblings, parents, sports personalities, television and other celebrities. According to this theory role models have a huge impact on an individual’s life. While we may learn our behaviour from observing another person behave and imitating what they do, behaviour is strongly influenced by the way we perceive the role model performing the behaviour. Albert Bandura was one of the theorists within the social learning approach and he developed observational learning, which is learning behaviour from watching and observing others such as television personalities. The individual we learn from, known as the role model, and the process of imitating their behaviour is called modelling. However we do not imitate all behaviour we have observed, because it is in our interests to imitate particular behaviour influenced by the actions of the role model. If we see our role model being punished and we do not like the way they have been punished then we as individuals are less likely to repeat that behaviour, on the other hand if they have been positively reinforced and the individual sees that then they are more likely to repeat that behaviour. As above role models play a huge part in influencing behaviour of those who observe them. For example Jamie Oliver the celebrity chef has had a huge impact on primary schools around the UK, with his School Dinners Project he has managed to get local authorities to re-introduce freshly cooked meals rather than pre-cooked because they are far healthier for the human body providing the correct nutrients for a child’s needs. He has also, through his Food Foundation created the Kitchen Garden Project which educates primary school children about the joys of growing and cooking from scratch.

Water Filtration Systems And Its Effect On The Environment

With the rising popularity of bottled water, which at that time was a billion dollar business, the sales of Clorox’s company Brita water filtration systems began to decrease. Instead of being defeated by this, Clorox saw an opportunity to reposition its Brita brand as a â€Å"green† product to replace plastic bottled water, which was causing landfills to become clogged. By using Brita water filtration systems instead of bottled water, consumers would prevent millions of empty bottles each year from being dumped into landfills and Clorox saw this as an opportunity to revive the fast dying Brita brand. By conducting a successful marketing campaign, which promoted the green attributes of its water filtration system, educating customer about bottle waste and its affects on the environment, and encouraging them to switch to the Brita brand, sales of Brita water filtration system began to rise. To get consumers excited about the product and involved in the bottle â€Å"sa ving† process, the company created a website called FilterForGood which allowed consumers to pledge that they would reduce waste by switching to Brita. It also totaled the amount of bottles saved so that consumers could see how they were saving the environment and encourage them keep on using the Brita water filtration system. As Brita’s filter cartridges also had to be replaced every few months, a recycling solution had to be developed. To dispose of these filters, the company then formed a partnership with PreserveShow MoreRelatedEssay on What ´s a Grey Water System?744 Words   |  3 Pagestimes we are slowly decreasing our water supply, so that in later years there will be a water supply shortage. In the past centuries, mostly in the last few decades, humans have been using an abundance of water and therefore increasing the risk of water of shortages. 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