March 11, 2008

March 11, 2008

IRC workflow process Brian Reed New York SLA Meeting

CONFIDENTIAL | www.oliverwyman.com NYC-MOW008ISD-060

Introduction and background

 Oliver Wyman – 24 year old consulting firm focused on the financial services industry – Operates across several business lines including insurance, retail banking, corporate banking, risk and strategic IT – Firm has grown from about 300 staff in 2000 to 1250 today  The New York IRC Team – New York IRC team supports the information needs of the firm’s financial services business lines – The team has grown from 6 full-time researchers in 2006 to 11.5 by January of 2008 – Our global team includes about 30 researchers and 15 knowledge managers in US, UK, Europe and Singapore

© 2007 Oliver Wyman  www.oliverwyman.com

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Introduction and background (cont’d)

 Decision to begin tracking workflow metrics – NY team understaffed, overburdened – No metrics existed to make a case for increased staffing  Initial challenges – No PRECEDENT – No WILL – No MONEY

© 2007 Oliver Wyman  www.oliverwyman.com

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IRC request distribution process

 Work comes into IRC general email box  Research coordinator sorts requests to the practice folder  Practice-aligned researchers take work out of the practice folder as they have availability  The research coordinator is available to help even the load if a given team is overburdened

© 2007 Oliver Wyman  www.oliverwyman.com

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Worktracker 1.0

Name: Date

Customer Name

8-Oct-07 Bernard Bauer 8-Oct-07 Dan Davidson 8-Oct-07 Aaron Wurst 9-Oct-07 Durgesh Saraph 9-Oct-07 Charles De Simone 9-Oct-07 Megan McGowan 9-Oct-07 Michael Zeltkevic 9-Oct-07 Dan Davidson 10-Oct-07 Dan Davidson 10-Oct-07 William Young 11-Oct-07 Dan Davidson 11-Oct-07 William Young 11-Oct-07 Patty Chung 11-Oct-07 Jason Keyfitz 11-Oct-07 Garret Berg 12-Oct-07 Inderpreet Batra 12-Oct-07 Charles De Simone Categories: 1 2 3 4 5 6 7 8 9 10

Region NA-NY NA-NY NA-NY NA-NY NA-NY NA-NY NA-NY NA-NY NA-NY NA-NY NA-NY NA-NY AS-SG NA-TO NA-NY NA-NY NA-NY

Litsearch Quantitative Data Document Retrieval Book Purchase Research Project Current Awareness Consultation Kickoff Meeting Training Other

Case Code

Domain

MOW15901 MOW15901 MOW19801 MOW15901 MOW15901 MOW19801 MOW15801 MOW15901 MOW15901 MOW15801 MOW15901 MOW15801 XXX00111 XXX00111 XXX02511 MOW15901 MOW15901

RBB RBB Strat IT RBB RBB Strat IT F&R RBB RBB F&R RBB F&R CRC CRC CIB RBB RBB

Regions: NA-NY NA-SF NA-BO NA-DC NA-TO UK EU-DE EU-FR EU-ES EU-CH EU-IT EU-SE AS-AU AS-KO AS-JP AS-SG

New York San Francisco Boston Washington Toronto London Germany France Spain Switzerland Italy Stockholm Sydney Korea Japan Singapore

Client

Time Charged

Marketing Marketing Marketing Marketing Marketing Marketing Marketing Marketing Marketing Marketing Marketing Marketing Confidential Confidential Confidential Marketing Marketing

1 4 2 2 1 2 0.5 3 6 1 1.5 0.5 1 2 0.5 3.5 1 Domains: CIB INS CRC F&R HLS RBB SITO WAM CORP STRAT GMC OTHER

Category 2 5 5 1 1 3 5 5 1 5 1 5 1 1 5 1

Description SNL Data Fraud and Identity Theft Life Insurers and Cost Optimization Confidential Confidential Confidential Confidential Confidential Confidential Confidential Confidential Confidential Confidential Confidential Confidential Confidential Confidential

Corporate & Institutional Banking Insurance Corporate Risk Consulting Finance & Risk Healthcare/Life Sciences Retail & Business Banking Strategic IT & Operations Wealth & Asset Management Corporate Strategy General Management Consulting

 Researchers enter request data in Worktracker templates  Worktrackers are collected weekly and aggregated for the month © 2007 Oliver Wyman  www.oliverwyman.com

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Data analysis

Name Ruane

Month April

Date

Requestor

Location

Region NA

Type Marketing

Ruane

April

24-Apr-07 Ja Ha Kim

UK

St. Sauveur

April

Albury

April

17-Apr-07 Thierry Casiez 25-Apr-07 Lionel Slusny

NA-NY EU-FR

UK NA

Marketing

EU

Sun

April

25-Apr-07 Neilesh Mutyala

Sun

April

NA-NY

St. Sauveur

April

26-Apr-07 Neilesh Mutyala 5-Apr-07 Dominik Treeck

McCleary

April

St. Sauveur

April

23-Apr-07 Elena Avramov

Albury

April

St. Sauveur Ruane St. Sauveur

3-Apr-07 Dylan Roberts

NA-NY

Case Code

Domain

Client

Time

Type

Notes

MOW158-01 MOW166-01

F&R

Confidential

0.75

1 Confidential

CIB

Confidential

0.5

2 Confidential

SITO

Confidential

Case Work

CGU03311 ACR007-11

RBB

Confidential

3 0.75

2 Confidential 2 Confidential

NA

Case Work

CGU027-11

CIB

Confidential

3.0

5 Confidential

NA-NY NA-NY

NA NA

Case Work

CGU027-11 NAT020-11

CIB

Confidential

Case Work

F&R

Confidential

2.0 1

NA-NY

NA

Case Work

CGU037-11

RBB

Confidential

3

5 Confidential 2 Confidential 3 Confidential

EU-DE NA-NY NA-NY

Marketing

Confidential

NA NA

Marketing Marketing

MOW16601 MOW15901 MOW159-01

CIB RBB

Confidential

April

16-Apr-07 Benjamin Schulz 6-Apr-07 Daniel Davidson 6-Apr-07 Irvin Sha

EU

RBB

Confidential

1 0.25 0.75

2 Confidential 2 Confidential 2 Confidential

April

18-Apr-07 Nemil Dalal

NA-NY

Case Work

CGU027-11

F&R

Confidential

0.25

3 Confidential

April

18-Apr-07 Ying Peng Yeo

AS-SG

NA APR

Case Work

MST02011

CIB

Confidential

1.5

2 Confidential

Case Work

Hours x function

Hours x function Total

YTD

321

3,598

Kickoff Meeting

68

905

Training

195

1,988

Consultation

Document Retrieval

41

486

Other

Current Awareness

17

221

Other

8

106

Current Awareness

Consultation

6

83

Training

1

54

Kickoff Meeting

2

28

660

7,469

Research Project Litsearch Quantitative Data

Grand Total

© 2007 Oliver Wyman  www.oliverwyman.com

Document Retrieval

Research Project

Litsearch Quantitative Data

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Monthly KPI

Monthly research request/hours 1,000

5052 requests 7469 hours 479 450

800 600 400

643

554

385

497 385

409

360

209 253

825

731 463

493

875

814 675

545 422

660 485

514 395

200 0 Jan

Feb

Mar

Apr

May

Jun

Hours x practice CRC

Jul

Aug

Hours x type

SITO

Sep

Oct

Nov

Dec

Hours x Non-NA location Germany

Insurance Casework

F&R

Marketing

Italy France Spain Korea

Singapore

UK

RBB

CIB

Hours x region Europe UK

North America

Hours x NA location Boston Toronto

Washington Michigan

Asia Pacific New York

Hours x function Consultation Training Other Kickoff Meeting Current Awareness Document Retrieval

Quantitative Data

Research Project

Litsearch

© 2007 Oliver Wyman  www.oliverwyman.com

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Support for our client feedback process

Sum of Hours Customer Name

IRC Questionnaire

Total

Lisa Draper

23

Aneil Kowali

19.25

Jonathan Cohn

16

Aaron Fine

15

John Paredes

13.75

Dinesh Aravindhan

11.25

Lev Berlin

11

Lucy Cheng

10.75

Megan McGowan

10

Puja Guha

9.25

Andrea Leewong

9

Michael Bridge

9

Grand Total

1. Overall, how satisfied are you with your overall experience with IRC on this project? Very satisfied Satisfied About average Dissatisfied Very dissatisfied

2. What in particular did you like about the experience that IRC provided? Please be as specific as possible. For the XXXX project, we were given specific contact points in IRC to whom we could direct additional questions/change requests, etc. I found this to be very helpful, as it ensured that everyone fully understood the kind of data that we were looking for...

3. What, if anything, did you dislike? Please be as specific as possible. IRC fulfilled all my research needs...no issues

157.25

 Top clients for the month receive an satisfaction survey  IRC team discuss feedback at monthly meeting  Manager meets client in person when a significant issue is reported © 2007 Oliver Wyman  www.oliverwyman.com

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Provided background for realigning the IRC’s service model

 Feedback from client surveys indicated a need to create a service model that offered a depth of expertise along the firms specific business lines  By monitoring number of research hours spent for each practice area we were able to find the optimal size of each Practice Support Team given current IRC staffing of 11.5 FTE 

PracticeTeam staffing: – – – – –

INS CIB RBB F&R SITO

INS

Other 25%

5%

SITO

12% 22% 18% 18%

CIB RBB F&R

3 FTE 2.25 FTE 2 FTE 2 FTE 1.5 FTE

© 2007 Oliver Wyman  www.oliverwyman.com

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Support for internal marketing efforts

IRC utilization across all NA locations

IRC utilization by Toronto staff YTD2007 40

NY 3,316 Hrs 90%

154

SFO

30

TO

20

BO WDC

35.00 27.50

24.75 20.25 10.75

15.75 9.00

10

10.00

1.25 0 Jan Feb Mar Apr May Jun Jul Aug Sep

Breakdown of Toronto IRC utilization by domain 60

53.75

50

41.25

40 30

21.25

20 10 0

23.00

11.75 0.50

2.75

CORP SITO

CIB

RBB

© 2007 Oliver Wyman  www.oliverwyman.com

INS

F&R CRC

Toronto’s Top IRC Users Client

Hours

Daniel Lyons

21.0

Felicia Snyder

20.5

Sarah Wickins

16.0

Sarah Kirzinger

15.0

Jerome Lamontagne

12.8

Bashir Todai

10.0

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Support for staffing discussions

APR 5% EU 7%

1,000 800 UK 13%

1,702 hrs

600 400 200

5,106 hrs

0 NA 75%

Jan

Mar

IRC NA utilization x region

 Firm announces intention to increase consulting staff in NA by XX%  Clear indication that user base wants IRC to develop SME capability  25% of NA team’s time goes to support of other regions (2.2 FTE).  Clear trend toward increase in research quantity  Workflow data demonstrates 35% growth in research hours over 1st half of year © 2007 Oliver Wyman  www.oliverwyman.com

May

Jul

Oct

Dec

IRC NA research volumes x month

3,920

4,000 3,000

2,889

2,000

35%

1,000 0 H1 2007

H2 2007

IRC NA research hours H1 vs. H2 2007

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Worktracker 2.0

© 2007 Oliver Wyman  www.oliverwyman.com

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Questions?

Brian Reed [email protected] 646-364-8232

© 2007 Oliver Wyman  www.oliverwyman.com

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