1. ING DIRECT CANADA
Group 2 Abirami(29001)
Bharathi Swetha (29010)
Harini(29015)
Jyotsna(29018)
Rachel Priyanka(29038)

2. First Bank – 1817
By 1999
− Domestic Schedule I Bank – 8 Banks
− Domestic Schedule II Bank – 3 Banks
− Domestic Schedule III Bank – 42 Bank
By 1980 : Foreign Banks’ penetration
History of Canadian Banking
Industry

3. Belonged to the ING Group & launched in 1997
Services :
 Savings A/C using low cost platform
 High Interest Rates
 Low Rate on Loans
 Easy enrollment
 No service fee
Restrictions : Budget & Infrastructure costs
ING DIRECT CANADA

4.  Organizational Structure :
− VP
− 41 OA
− Call Centre Employees – Direct Associate
− Mail Room Employees
 Opening an A/C involved the following 4
methods :
 24 hour call centre support
 Online Application support
 ING Cafes
 By email
Current Operational Style

5. Challenges :
No forecasting/ benchmarking measurements
Space constraint
Solutions :
Agissar R/V5
NCR 7731
Staffing Challenges &
Solutions

6. Mail Room Operations

7. 
Dealing the increase in number of accounts
1999 – 110K to 220K
2000 – 220K to 320K

Variability in processing volume

Mail Volume Receipts
500-1500 75-525

Usage of overtime
Current Problems

8. Potential Alternatives
Alternative Drawbacks
Outsourcing • Ongoing Service fee.
• Loss of control
• Restriction by the Office of Superintendent of
Financial Institutions
Increase Staff levels • Not likely to improve efficiency
• Defies the purpose of the review
Relaxing same day
processing requirement
• Integral part of ING Direct’s Customer service cannot
be compromised
• Not a permanent solution

9. Objective of the Analysis
• Avoid staff level increases and also meet the
operating demands of a rapidly growing client
base.
• To arrive at a long term solution.

10. Suggestions
• Automation of Scanning and Encoding step
using intelligent character recognition.
• Cost of Software: $100000
• Outsourcing to countries with cheaper labor

11. Cost Analysis
• Avg time to process one batch of cheques by OA -7.5mins/50
cheques.
• Expected cheques per day-2000.
• Time taken to process manually- 5 hours
• Cost/emp/week = ($15.60*25)
= $390
Cost per year= 20280$
Break Even is 5 years

12. Cost Analysis
• Avg time to process one batch of cheques by OA -7.5mins/50
cheques.
• Expected cheques per day-2000.
• Time taken to process manually- 250 hours
• No. of employees reqd=250/50= 5
• Cost/emp/week = ($15.60*44)+($23.4*6)
= $826.8.
• Cost for 5 emp/week= $4134

13. THANK YOU !!!
19/07/12