Page 7 - End to End - CPP

VMOST Mission Board Example:

Strategic direction for a loans provider

Vision The future for us is a place where we are a sustainable, and profitable loans provider which operates within the UK and Ireland.
We have the foundations in place to scale rapidly so that we can react to opportunities as they present themselves.

Missions Create a lean, customer centric organisation Diversify to offer loans to near-prime customers Future-proof the current IT estate

• Increase Net Promoter Score
• Increase Customer feedback •
• Reduce Call centre waiting times • Increase Volume of Business • Reduce TTD / TTR levels for live issues
Objectives • Increase Staff feedback / engagement scores • Increase Number of Customers • Reduce platform costs
• Reduce Cost Per Loan • Increase Customer Margin • Reduce partner on boarding time
• Reduce Staff Costs Reduce number of defaulting loans (bad debt)
• Increase speed of delivery (idea to live)

Focus On… Focus On… Focus On… Focus On… Focus On… Focus On… Focus On… Focus On…
Strategies Improving Customer Reducing Overheads The Team The needs of the new Go-Live Business Integration The Technology Partner Integration

Touch Points customer base (Near Prime Brand)

Cost: Responsive My Cost: Responsive Loans Cost: Impact: Cost: Document &
Online capability 100 125 125 10% Change financial Scale current 50
Account site for Org Design App Hire Team circulate On
to chat to CSA Ben: people with loans Ben: (Get a Quote) Ben: (SMT-1) reporting process Infrastructure Ben: Boarding process
150 250 200 40

Cost: Train Devs in Impact: Cost: Cost: Cost:
Re-train current 250 Training for Responsive 25% £2m 450 White Label 400
CSA staff in New HR Portal TV Marketing MI Data Mart DR Process Product
livechat Ben: Line Managers coding Campaign Ben: Ben:
1,000
50 techniques 1,000

Tactics

Cost:
Build new 1,000
platform
Ben:
500

Budget – Squad Points

Assumes: 1 Squad = approx. £1m per year
1 point = £2k

Tech Debt – Delivered by squad so measured in Squad Marketing / Comms Changes – cost measured in 500 points = £1m = 1 Squad per year
points (cost / benefit) financial cost to org

x3 squads = 1500 points to spend
Deliverables – Delivered by squad so measured in People / Process / Org Changes – cost measured in %
Squad points (cost / benefit) impact to productivity