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CASE ANALYSIS- Providian Trust: Tradition and Technology
Kate Cavanaugh
Stakeholders
* All Employees / committees and Teams / Internal and External (e.g. Boston) * CEO Stephen Walsh * Steinman and Smith (External Auditor) * Audit Committee * Board of Directors * Select One (Software company) * Michael LaBlanc * Kay Whitney Investment (investment counsel/portfolio managers) * Steering Committee * Todd Bernari- VP of Implementation Team
History
* Headquarters NYC * Company lending products: residential, commercial mortgages; consumer/corp loans (principle revenue) * New CEO Stephan Walsh –Law background * 216 branches nationwide * 840 employees * Managed Total $49.4B * Pension & Institutional = $42.7B * Personal Trust Services= $6.7B (10,000 clients) * 250 Operations People “back office” * “Front office” people are Trust officers
Decision: To implement new hardware and software to existing systems
Case Information: * Budget $18M * New technology – Culture change- seasoned employees (20-30 years) * Lost revenue because of waived fee $2-5M * Improve Service levels to Customers * Software customized * Computer system outdated- replace and integrate new hardware and software * Responsibilities change from Trust officers to Operations managers * Train employees on systems * Reduce number of employees from 840 to 660 * ROI- $9.2M * 1010 Financial Institution and one competitor are using systems
Implementation
* New software called Access Plus * Train operations employees * Reduce employees of 180 by summer 1995 * Outside consultant to train Trust officers on computers, windows and Micosoft tools * Create a simulated work environment (SWE) to test methodology * Team successfully converted $2.5B in assets by July

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