OPEX in Financial Services Industry Report Survey 2020 Thank you for your interest in PEX Network's State of the Industry - Operational Excellence in Financial Services survey - an assessment of the key priorities and areas of investment for Process Improvement and Operational Excellence programs in 2020 and beyond. This survey will take approximately 5 minutes to complete and consists of 20 questions. All answers will be kept confidential and will be used only in aggregate for the purposes of analyzing the results. Complete the survey today and receive a copy of the results first! NEXT Question Title * 1. How long has your company's Operational Excellence program been running? Not Yet Started Start up/ less than a year 1-3 years 3-6 years 6 years + NEXT Question Title * 2. Which of the following best describes your organization? Investment Bank Retail bank Investment Management Alternative Investment Credit Union Payment Lender Credit Card Services Insurance Other (please specify) NEXT Question Title * 3. Please indicate the size of financial institution by number of employees? Less than 500 500-1,000 1,000-10,000 10,000-50,000 50,000+ NEXT Question Title * 4. Which department is responsible for Operational Excellence/ Process Improvement? Operations Quality IT Other (please specify) NEXT Question Title * 5. Please indicate your function? Process Operations Business Architect Business Intelligence IT Marketing C-suite Other (please specify) NEXT Question Title * 6. What are the top three business drivers for your operational excellence program? KEY DRIVER SECONDARY DRIVER TERTIARY DRIVER Adapt to New Regulations Adapt to New Regulations KEY DRIVER Adapt to New Regulations SECONDARY DRIVER Adapt to New Regulations TERTIARY DRIVER Improve Customer Satisfaction Improve Customer Satisfaction KEY DRIVER Improve Customer Satisfaction SECONDARY DRIVER Improve Customer Satisfaction TERTIARY DRIVER Adapt to a Merger or Acquisition Adapt to a Merger or Acquisition KEY DRIVER Adapt to a Merger or Acquisition SECONDARY DRIVER Adapt to a Merger or Acquisition TERTIARY DRIVER Align IT Activities with Processes Align IT Activities with Processes KEY DRIVER Align IT Activities with Processes SECONDARY DRIVER Align IT Activities with Processes TERTIARY DRIVER Increase Market Share and Revenue (Value Creation) Increase Market Share and Revenue (Value Creation) KEY DRIVER Increase Market Share and Revenue (Value Creation) SECONDARY DRIVER Increase Market Share and Revenue (Value Creation) TERTIARY DRIVER Regulatory Compliance Regulatory Compliance KEY DRIVER Regulatory Compliance SECONDARY DRIVER Regulatory Compliance TERTIARY DRIVER Reduce Operational Risk Reduce Operational Risk KEY DRIVER Reduce Operational Risk SECONDARY DRIVER Reduce Operational Risk TERTIARY DRIVER Improve Innovation Improve Innovation KEY DRIVER Improve Innovation SECONDARY DRIVER Improve Innovation TERTIARY DRIVER NEXT Question Title * 7. What is your biggest challenge? Change management and culture Alignment of strategy with business goals Capture and interpretation of structured and unstructured data Risk and regulatory compliance Data Security Customer excellence Implementing a digital / automation program Other (please specify) NEXT Question Title * 8. What type of process improvement work will be the focus of your program in 2019? (please check all that apply) Process Redesign Work Business Process Outsourcing Implementing Process Management Frameworks Process Automation Aligning Processes & IT Customer-centric Process Management Implementing Business Dashboards Process Modelling/Documentation Redesigning Performance Metrics Lean Six Sigma Process Improvement Projects Other (please specify) NEXT Question Title * 9. Which of the following best describes the current scope of the Operational Excellence deployment at your company? Enterprise wide One or more business units Small-scale pilot Have trained process improvement resources but no formal process improvement program NEXT Question Title * 10. Approximately, how many people work full time in your process improvement program or projects? (including centralized and decentralized employees) 0-10 10-50 50-100 100-200 200+ NEXT Question Title * 11. In 2020, is the number of people employed full time in Operational Excellence/ Process Improvement is expected to: Increase Remain the same Decrease NEXT Question Title * 12. What are the biggest challenges your company is facing in OPEX Talent Management? Project workload exceeding assets Locating Quality Talent who fits both Role and Culture Internal Training/Skills Gaps Retention NEXT Question Title * 13. What is your primary measure of success for your Process Improvement/ Operational Excellence program? Cost Savings Customer Satisfaction Top line Revenue Growth Number of Trained Employees Employee Attitude Change Increased Throughput/Efficiency Other (please specify) NEXT Question Title * 14. What is your business priority area of spend? Compliance Risk Data Security Marketing Client Service Customer Excellence Other (please specify) NEXT Question Title * 15. What is your annual spend on user interface technology – RPA / ELT / Workflow / BPM (inclusive of capital and operating cost) Less than $1m $1m-3m $3m-5m $5m+ NEXT Question Title * 16. How mature is your organization in terms of harnessing digital and automation? Immature Mature Advanced NEXT Question Title * 17. Which technologies are you planning to employ in the next 18 months? Business Process Management (BPM) Suites Business/Operational Intelligence Software Data Management Business Dashboards Machine learning Workflow Predictive Analytics Cloud Computing Artificial Intelligence Robotic process Automation (RPA) Extract, Transform, Load (ETL) NEXT Question Title * 18. Your region: Asia Africa Australia Europe North America South America NEXT Question Title * 19. What is your view on the state of OPEX in Financial Services today? NEXT Question Title * 20. What is the one trend you think will have the greatest impact on the Financial Services industry in the foreseeable future? NEXT Thank you for participating in the Process Excellence Network's State of the Industry Survey. Survey results are expected to be released in December. We want to ensure you are one of the first to receive an early copy of our Report, so please fill in the optional fields below before logging off. Note: All data presented in this report will be anonymized.www.opexinfinancialservices.com NEXT Question Title * 21. Would you be interested in participating in OPEX in Financial Services? Yes, as a delegate Yes, as a sponsor Yes, as a media partner Not sure, can you send me some more information Not interested NEXT Question Title * 22. Yes, I would like to a copy of the results and would like to be entered into the prize draw for a free ticket to OPEX in Financial Services. See my details below Name Company Job Title City/Town Country Business Email Address Phone Number NEXT DONE