The document discusses the use of modern technology by a Sri Lankan non-banking financial institution (NBFI) to improve business operations. It focuses on how technology has been utilized in human resources, customer care, and returning investment. Some key benefits highlighted include empowered employees, increased customer satisfaction through convenient services, and payback of technology investments in less than 5 years. Both advantages like faster decision making and disadvantages like cost are outlined.

1. 1
Usage of Social Media
by Samitha Jayaweera
Master of Business management
Business communication

2. 2
Introduction
• Fitch Rating : AA– (lka)
• Current focus : microfinance
• Over 26,800 customers
• 25 service delivery points.
• Profit after Tax -2.83 By
• Sri Lanka 's Unshakable leader
in Leasing sector
Samitha
Mbm/02/BII/
11

3. 3
Introduction
183 customer touch points
1,134 employees
Largest and highest rated NBFI
in Sri Lanka
The market leader in Leasing for last 11 years
Samitha
Mbm/02/BII/
11

4. 4
Products
• Leasing & hire purchase
• Loans
• Insurance
• Islamic Finance
• Micro Finance
• Investments
• Fleet Management
• Property development
Samitha
Mbm/02/BII/
11

5. 5
communication methods
Reports
Presentations
Face-to-face meetings
Teleconferencing
Videoconferencing
Samitha
Mbm/02/BII/
11

6. 6
Modern technology
applications
Human Resource Management
Marketing
Customer Satisfaction
Return on Investment
Samitha
Mbm/02/BII/
11

7. 7
Human Resources
Use of modern tech
to improve employee
Competencies
Productivity
Satisfaction
&
to reduced
employee turnover
Samitha
Mbm/02/BII/
11

8. 8
Human Resources
Use of modern tech
Intranet - 24 hour self paced e-learning portal
Employee perception survey
Annual Performance appraisals
HR Management system
Teleconferencing
video conferencing
Samitha
Mbm/02/BII/
11

9. 9
Human Resources
Modern tech benefits
Empowered employees
Improved competencies
Job satisfaction
Quick responses
Better target achievements
Improved monitoring / follow up
Samitha
Mbm/02/BII/
11

10. 10
Customer care
Use of modern tech
High tech Call Centers
Automated SMS / E-mails
Social media / Facebook
Customer feedback at service
points / web
Samitha
Mbm/02/BII/
11

11. 11
Customer care
Use of modern tech
• Mobile POS terminals -
‘‘Door step” service
• Instant scanned
document upload to
network
• Digital Document
Management Solution
(DMS)
Samitha
Mbm/02/BII/
11

12. 12
Customer care
Modern tech benefits
increasing service quality
customer satisfaction
Convenience
“Door step” service
Samitha
Mbm/02/BII/
11

13. 13
• Easy access to services
• effective complaint handling
• Customer information security
• Speedy approval
Customer care
Modern tech benefits
Samitha
Mbm/02/BII/
11

14. 14
Return on investment
Pay back – less than 05 years
Increased shareholder values
Increased profitability
Market leader for 11 years
Samitha
Mbm/02/BII/
11

15. 15
Return on investment
0
500
1000
1500
2000
2500
3000
3500
4000
profit before tax
profiy after tax
Rs. Mn.
Samitha
Mbm/02/BII/
11

16. 16
Return on investment
0
5000
10000
15000
stated capita
profit available for ordinary shareholders
Samitha
Mbm/02/BII/
11

17. 17
0
0.5
1
1.5
2
2.5
2008/09 2009/10 2010/11 2011/12 2012/13
earning per share
Return on investment
Samitha
Mbm/02/BII/
11

18. 18
Advantages
• Speeds exchange of information
• Improves organizational communication
• Fast decision making
• Increases employee participation
Samitha
Mbm/02/BII/
11

19. 19
Advantages
• Influences people interactions
• Structures organizational life
• Supports open discussions
• Provides a voice to those who normally would
not speak up in groups
Samitha
Mbm/02/BII/
11

20. 20
Disadvantages
Poor substitute for face-to-face communication
Difficulty Training Employees
Expensive
Not Safe
Samitha
Mbm/02/BII/
11

21. 21