usage of social media and new communication technology
DESCRIPTION
TRANSCRIPT
1
Usage of Social Mediaby Samitha Jayaweera
Master of Business managementBusiness communication
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
SamithaMbm/02/BII/11
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
SamithaMbm/02/BII/11
4
Products
• Leasing & hire purchase
• Loans
• Insurance
• Islamic Finance
• Micro Finance
• Investments
• Fleet Management
• Property development
SamithaMbm/02/BII/11
5
communication methods
Reports
Presentations
Face-to-face meetings
Teleconferencing
Videoconferencing
SamithaMbm/02/BII/11
6
Modern technology applications
Human Resource Management
Marketing
Customer Satisfaction
Return on Investment
SamithaMbm/02/BII/11
7
Human Resources Use of modern tech
to improve employeeCompetenciesProductivitySatisfaction
& to reduced employee turnover
SamithaMbm/02/BII/11
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
SamithaMbm/02/BII/11
9
Human ResourcesModern tech benefits
Empowered employees
Improved competencies
Job satisfaction
Quick responses
Better target achievements
Improved monitoring / follow up
SamithaMbm/02/BII/11
10
Customer care Use of modern tech
High tech Call Centers
Automated SMS / E-mails
Social media / Facebook
Customer feedback at service
points / web
SamithaMbm/02/BII/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)
SamithaMbm/02/BII/11
12
Customer care Modern tech benefits
increasing service quality
customer satisfaction
Convenience
“Door step” service
SamithaMbm/02/BII/11
13
• Easy access to services
• effective complaint handling
• Customer information security
• Speedy approval
Customer care Modern tech benefits
SamithaMbm/02/BII/11
14
Return on investment
Pay back – less than 05 years
Increased shareholder values
Increased profitability
Market leader for 11 years
SamithaMbm/02/BII/11
15
Return on investment
2008/09
2009/10
2010/11
2011/12
2012/13
0
500
1000
1500
2000
2500
3000
3500
4000
profit before taxprofiy after tax
Rs. Mn.
SamithaMbm/02/BII/11
16
Return on investment
2008/09
2009/10
2010/11
2011/12
2012/13
0
2000
4000
6000
8000
10000
12000
stated capita
profit available for ordinary shareholders
SamithaMbm/02/BII/11
17
2008/09 2009/10 2010/11 2011/12 2012/130
0.5
1
1.5
2
2.5
earning per share
Return on investment
SamithaMbm/02/BII/11
18
Advantages
• Speeds exchange of information
• Improves organizational communication
• Fast decision making
• Increases employee participation
SamithaMbm/02/BII/11
19
Advantages
• Influences people interactions
• Structures organizational life
• Supports open discussions
• Provides a voice to those who normally would
not speak up in groups
SamithaMbm/02/BII/11
20
Disadvantages
Poor substitute for face-to-face communication
Difficulty Training Employees
Expensive
Not Safe
SamithaMbm/02/BII/11
21