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CIOs as Architects of Change: From measuring performance to outcomes, Shaun J Coyne, Vice President, Chief Information Officer, Toyota Financial Services

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Information about CIOs as Architects of Change: From measuring performance to outcomes,...

Published on February 28, 2008

Author: nasscom

Source: slideshare.net

Description

CIOs as Architects of Change: From measuring performance to outcomes, Shaun J Coyne, Vice President, Chief Information Officer, Toyota Financial Services
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Toyota Financial Services Business Driven Innovation Shaun Coyne Chief Information Officer

TFS: Background Company Background Subsidiary of Toyota Motor Corporation (TMC), part of worldwide Toyota Financial Services Corporation (TFSC) 3 rd largest captive finance company, 8 th largest finance company in the United States 3,000+ employees, managed assets in excess of $65 billion Includes Toyota Motor Credit (TMCC), Toyota Motor Insurance (TMIS) 2007 Competitive Position Sustained Growth of Lexus / Toyota Increased competition from Non-captives, Credit Unions Direct to our customers Direct to our dealers © 2007 Toyota Financial Services - Confidential

Company Background

Subsidiary of Toyota Motor Corporation (TMC), part of worldwide Toyota Financial Services Corporation (TFSC)

3 rd largest captive finance company, 8 th largest finance company in the United States

3,000+ employees, managed assets in excess of $65 billion

Includes Toyota Motor Credit (TMCC), Toyota Motor Insurance (TMIS)

2007 Competitive Position

Sustained Growth of Lexus / Toyota

Increased competition from Non-captives, Credit Unions

Direct to our customers

Direct to our dealers

Our business goals were being hindered, not enabled by our aging technology Company Background Subsidiary of Toyota Motor Corporation (TMC), part of worldwide Toyota Financial Services Corporation (TFSC) 3 rd largest captive finance company, 8 th largest finance company in the United States 3,000+ employees, managed assets in excess of $65 billion Includes Toyota Motor Credit (TMCC), Toyota Motor Insurance (TMIS) 2007 Competitive Position Sustained Growth of Lexus / Toyota Increased competition from Non-captives, Credit Unions Direct to our customers Direct to our dealers Market Forces are driving business need Rapidly evolving business needs could not be met with the limitations of the legacy technology infrastructure Business Imperatives Sustained Growth of Lexus / Toyota Increased Competition © 2007 Toyota Financial Services - Confidential Scale Profitably Operational Efficiency through Automation Data to drive business decisions, improved controls, and reduce risk Market Leading Service World class, flexible customer-centric service Ability to leverage and deepen relationships Aging Technology Putting a strain on IT

Company Background

Subsidiary of Toyota Motor Corporation (TMC), part of worldwide Toyota Financial Services Corporation (TFSC)

3 rd largest captive finance company, 8 th largest finance company in the United States

3,000+ employees, managed assets in excess of $65 billion

Includes Toyota Motor Credit (TMCC), Toyota Motor Insurance (TMIS)

2007 Competitive Position

Sustained Growth of Lexus / Toyota

Increased competition from Non-captives, Credit Unions

Direct to our customers

Direct to our dealers

We had a long way to go when we started our transformation to High Performance in 2003 Complex, Expensive, and Inefficient 25+ year old infrastructure was off-release and highly customized. To our business, this translated to: High cost and long timelines for business enhancements Constrained, inflexible reporting and data insight Limitations in CRM and self-service capabilities Lack of monitoring tools / performance metrics Highly manual processes to compensate for system limitations and lack of automation The result Spiraling costs / resources Inability to differentiate through technology / automation Frustration from our business Characteristics of Legacy System: Circa 2003 © 2007 Toyota Financial Services - Confidential

Complex, Expensive, and Inefficient

25+ year old infrastructure was off-release and highly customized. To our business, this translated to:

High cost and long timelines for business enhancements

Constrained, inflexible reporting and data insight

Limitations in CRM and self-service capabilities

Lack of monitoring tools / performance metrics

Highly manual processes to compensate for system limitations and lack of automation

The result

Spiraling costs / resources

Inability to differentiate through technology / automation

Frustration from our business

What lies ahead Consumer Finance Transformation Multi-year program New Core Receivables Platform Call Center, Web, and IVR Capabilities Customer Master Implementation Data Warehouse and Reporting Engine Service Oriented Architecture Integration © 2007 Toyota Financial Services - Confidential

Consumer Finance Transformation

Multi-year program

New Core Receivables Platform

Call Center, Web, and IVR Capabilities

Customer Master Implementation

Data Warehouse and Reporting Engine

Service Oriented Architecture Integration

Shaun Coyne Toyota Financial Services 19001 South Western Ave, NF32 Torrance, CA 90501 (310) 468-4393 [email_address] Questions?

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