Page 54 - Capricorn IAR 2020

FINANCIAL DIRECTOR’S REVIEW STRATEGY AND MATERIAL MATTERS GOVERNANCE REPORT
Enhancing and optimising management and operational systems
Operational excellence is a key competitive choice for the Group. It can enhance internal effectiveness, security and process optimisation – by doing things faster and more cost-effectively, reducing errors and ultimately improving the quality of customer experiences.
We created eight delivery platforms and adopted the Agile and Six Sigma methodologies to assist us on our journey towards operational excellence.
Progress towards operational excellence this year include:
• Bank Windhoek removed variations in processes and loaded electronic signature capabilities for several branches
• Bank Gaborone upgraded various systems, lines, infrastructure and interfaces and launched a state-of- the-art data centre
• Cavmont Bank discontinued non-value-adding requirements in the account opening process, implemented a lean process resulting in less processing employees and usage of stationary, centralisation of branch processes, engagement of a more efficient cash management vendor resulting in the reduction of physical cash , quicker response times and introduced dual processing screens
STAKEHOLDERS THAT HAVE AN INTEREST IN THIS MATTER
Customers
Government and regulators
Shareholders
RELATED STRATEGIC CHOICES
Building our foundation Win through operational excellence
RELEVANT PRINCIPAL RISK
Technology Operations People
BOARD OVERSIGHT
BARC
52
Group CEO’s report from page 23