usage of social media and new communication technology.
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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.
usage of social media and new communication technology.
- 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
- 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
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