presentation on umpqua bank

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    Submitted by :

    Abhishek Nayyer

    Bhuvneshwar

    Ravi Yadav

    Rajeev

    Suhani

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    INTRODUCTION

    Founded : Roseburg, Oregon, United States (1953)

    Headquarters :Portland, Oregon, United States

    Umpqua Bank with more than 90 branches and $5 billion in

    assets is creating and maintaining corporate culture that provide

    excellent customer care services

    Proper training is been provided by to every employee to do all

    kind of task

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    Umpqua employees are empowered to satisfy customers

    needs

    Umpqua banks believes that it needs to continually measure

    and reward customer service on a departmental level as

    they command it as return on quality

    Umpqua acquires banks that have had vastly different

    cultures and personnel who do not share Umpquas

    customer care philosophy

    A key component of its strategy is universal associate

    program

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    UNIVERSALASSOCIATEPROGRAM

    Every employee is trained to perform every task.

    The benefit of this program is that the employee

    turnover is half of the industry average.

    The another benefit is that the employee boredom isreduced because they have to perform multiple task

    each day.

    According to this program, an employees workday

    varies based on which department are slow and busy.

    There is no its not my job mentality because every

    person has to do every work.

    Their main work is to provide every work with best

    quality

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    STRENGTHS

    Individualized customer service at the branch level (not

    centralized)

    Localized loan services allow better understanding of

    qualifications and specialized needs of borrowers. Thisis especially an advantage in the small/medium markets

    that Umpqua is concentrated in.

    Unique retail environment/merchandising strategy forbranches is appealing to many consumers. Umpqua-

    branded coffee, music & other items strengthen brand

    awareness and image, which Umpqua is effectively

    marketing.

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    CONTD..

    Able to successfully integrate acquisitions into

    company and made diverse background into

    universal culture

    Have gone beyond to satisfy their customers

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    WEAKNESS

    Economic strength of region (Pacific)Northwest/I-5corridor) has been weaker than that of U.S. ingeneral (though improving).

    Growth through acquisitions is currently expensive(investor expectations are high).

    Mortgage business falling significantly due to

    reduction in refinancing activity

    Large competitors can offer larger lending limitsand offer state-/nation-wide facilities and services

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    CONTD..

    Because Umpqua largely uses purchased SW, IT

    often can't implement desired improvements, so

    they must push vendors to innovate on their behalf

    (which vendors can then sell to other banks)

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    OPPORTUNITIES

    Few regional banks left in the area (most havebeen consolidated into national banks)

    Few regional banks left in the area (most have

    been consolidated into national banks)

    Many consumers are becoming disenchanted withdeteriorating service at national banks

    Well-run banks are candidates for take-over bylarger rivals (this could be an opportunity or athreat, depending on your point of view).

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    THREATS

    1.Credit unions:

    - untaxed, allowing them to offer better rates.

    - have fewer lending regulations, reducing theircosts.

    - field of membership rules are being relaxed,

    allowing more people to join.

    2.New community banks are being formed in

    response to consolidation.

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    CONTD..

    3. On-line banks can offer better rates due to lower

    overhead.

    4. Interest rate riska substantial amount ofUmpquas earnings are from the spread between

    interest on deposits & loans, which could

    deteriorate if deposit rates increase faster than loan

    rates

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    Q1.Discuss the pros and cons of Umpqua bank

    universal associate program perspective of the

    bank management ?

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    Pros :

    Reduced temporary staff required for coverage from

    illness, vacations, etc. Reduced cost for training employees

    Reduced number of Branch employees

    Increased cross sell ratio

    Improved employee satisfaction scores

    Improved employee retention

    Improved Customer satisfaction scores

    Improved staff ability to handle more complex

    transactions

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    CONS

    "The training provided for anyone other than a Universal

    Associate is terrible

    Lack of leadership in some areas and upper

    management feels that middle managers are

    responsible for leading without support.

    The bank force feeds its "culture" to its employees. It's

    very cultish, and advancement depends heavily on how

    well you talk the talk

    Way too much work put on shoulders of employees with

    embarrassing pay rate and nonexistent promotions.

    Politics decides who gets what not how hard you work

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    QUESTIONNO2

    Discuss the pros and cons of Umpqua bank

    universal associate program perspective of

    the bank employee?

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    PROS:

    Higher employee satisfaction

    Proper work life balance

    Less conflict

    Developing up of new skills in employees

    Low employee attrition

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    CONS

    As there is universal associate program then it may

    happen that all employees are not trained as they

    need to be for their personal development

    Organizational objective is placed more importance

    then personal objectives

    despite the integration activities going on, there is a

    lot of overwork anyways and a lot of people do not

    feel they are paid fairly for the amount of hours that

    they put in

    Way too much work put on shoulders of employees

    with embarrassing pay rate and nonexistent

    promotions

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    Q3. Is a tall or flat organization most

    appropriate for Umpqua? Explain your

    answer

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    .Its a flat organization structure because There is a clarity in decisions.

    Narrow span of control is there.

    Providing more opportunities to employees to grow

    through multi tasking thing.

    More flexible in nature. Due to its culture people are ready to adapt new

    changes.

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    Q4. Develop a goal oriented job

    description for an Umpqua teller.

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    Responsible for handling customer transactions at banks,

    including taking deposits, disbursing cash, opening

    accounts, and investigating fees.

    PRIMARY RESPONSIBILITIES

    Process routine account transactions.

    Open accounts, including savings and checking.

    Help customers fill out deposit and withdrawal slips.

    Use adding machine.

    Disburse money to customers.

    Validate the deposit slip and stamp it by machine. Check for photo identification.

    Assist customers at the drive-through window.

    Greet people arml and direct them to appropriate bank

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    Greet people warmly and direct them to appropriate bank

    personnel.

    Handle loan payments and cash checks.

    Sell travelers checks and money orders. Collect loan and utility payments.

    Promote bank products.

    Record all transactions.

    Report suspicious activity to police. Exchange foreign currency.

    Count cash at beginning and end of shift.

    Balance currency, cash and checks in cash drawer at

    end of each shift.

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