Polstra Cpm BDO

Topics: Bank, Banco de Oro, Customer Pages: 7 (1605 words) Published: January 19, 2015
Critical Success Factors

Weight
BDO
BPI
METROBANK

Rating
Weighted Score
Rating
Weighted Score
Rating
Weighted Score
1. Customer Service
.20
4
.80
3
.60
4
.80
2. Security and Safety
.15
4
.60
4
.60
4
.60
3. Advertising
.15
4
.60
4
.60
3
.45
4. Facilities
.15
4
.60
3
.45
3
.45
5. Advanced Technology
.15
3
.45
4
.60
3
.45
6. Number of Branches
.20
4
.80
4
.80
4
.80
Total
1.0

3.85

3.65

3.55

1st Banco De Oro (BDO)
2nd Bank of the Philippine Islands (BPI)
3rd Metropolitan Bank (Metrobank)
Based on the CPM Matrix of Banco De Oro obtained a weighted score of 3.85, while Bank of the Philippine Island obtained a weighted score of 3.65 and Metropolitan Bank and Trust Company obtained a weighted score of 3.55. Even if Banco De Oro has the highest weighted score, some of its factors have a varied score in rating and weight. Customer Service

When it comes to customer loyalty, the experience can be everything, and customer service plays a critical role in that experience. Business success is often a result of the sum total of the experiences your employees create for your customers and these experiences can produce powerful points of differentiation. But exceptional customer service doesn’t just happen! It needs to be an integral part of your business culture and strategy. To complete the shift from being product centric to being customer centric, each employee needs to be empowered, through leadership and training, to deliver the best experience possible. In the above results, the three banks got the same outcomes. Meaning, customer service plays a very important role for every banks. Even though BDO maintain the same level of quality service from its competitors, they should not be confident enough. Other banks may enhance their services and improves for better empowerment. Security and safety

People trust bank that has the capacity to protect their money but also their own safety. In the above result of CPM, the three banks BDO, BPI and METROBANK got the same rating. BDO must not be contented, they must still proves to their clients that they guarantee the security and safety. Its major competitors BPI and Metrobank must also proves something to surpass and to maintain the good ratings. The competition between these three banks are very stiff. Everyone aims to be the best bank in the country. Advertising

Advertising helped in attracting people towards bank and helped them in understanding how banks work especially those people who were afraid to go to banks with of loss or fraud. Through advertising People become aware of Bank's offers and keep on availing those offers, which result in large revenues for Banks. Advertising helps in establishing goodwill of Banks and thus making A bank who advertises most, popular over others which results in People first choice and their trust. Here, BDO and BPI stills got the same rating of 4 while the METROBANK got 3. BDO and BPI creates an impact on advertising to attract customers and grab their services offered. While comparing BDO to METROBANK as you can see that BDO stills on top. Facilities

In terms of facilities, BDO remains on top compared to BPI and METROBANK. They provide quality and modern facilities which customers feel comfortable. Inside its different branches, you will notice the proper arrangement of office equipment and other supplies. They can also accommodate large volume of clients within its branches because of its wide area. There are also new technologies used for the banking operations like, computers, laptops, cctv camera and other equipment. Advanced Technology

As to advancement of modern technology, BDO comes up short to become on top. BDO and METROBANK got a rating of 3 while BPI got a rating of 4. BDO must do something to improve their rating. Just like having a deposit ATM machines and kiosk inside the bank for better services. They should also have a system to maintain orderliness...
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