Target setting: An application to a bank branch network

In this paper we examine the performance of the target setting procedure employed by a large financial institution in Spain to evaluate the operating performance of its branch offices. We begin by evaluating the ability of the branch offices to meet the targets established by bank management. We then evaluate the targets themselves, and we find that the list of targets can be substantially reduced without significant loss or distortion of information to bank management. We then re-evaluate the performance of branch offices on the basis of a reduced set of influential targets.     

Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector

The linkage among customer satisfaction, employee evaluation, and business performance data is very important in modern business organizations. Several previous research efforts have studied this linkage, focusing mainly on the financial or business performance in order to analyze the efficiency of an organization. However, recent studies have tried to consider other important performance indicators, which are able to affect business operations and future growth (e.g., external and internal customer satisfaction). In the case of the banking industry, studying the relations among the aforementioned variables is able to give insight in the performance evaluation of bank branches and the viability analysis of the banking organization. This paper presents a real-world study for measuring the relative efficiency of a set of bank branches using a Data Envelopment Analysis (DEA) approach. In particular, a multistage DEA network model is proposed, using a set of performance indicators that combine customer satisfaction, employee evaluation, and business performance indices. The main aim of the presented study is to evaluate the relative efficiency of each customer service delivery step, in the environment of a bank branch. The results are also able to estimate the contribution of the assessed performance indicators to the branch’s overall efficiency, and to determine potential improvement actions.     

Bank branch sales evaluation using extended value efficiency analysis

This article results from our collaborative project with a Finnish bank aiming to evaluate the sales performance of bank branches. The management wishes to evaluate the branches’ ability to generate profit, which rules out the pure technical efficiency considerations. The branches operate in heterogeneous environments. We deal with the heterogeneity by subdividing the branches according to the bank specification into overlapping clusters and analyze each cluster separately. The prices of the branch outputs are hard to assess as the results from the sales efforts can only be observed with long delays. We employ benchmark units similarly as in value efficiency analysis (VEA). However, we extend VEA in two ways. First, in standard VEA the benchmark unit is assumed to yield the maximum profit among the set of feasible technologies; instead, our benchmark technology may or may not be in the feasible set. Second, we consider efficiency tests employing a benchmark with respect to both profit and return. We propose a solution strategy for these extensions. The bank uses the study to support decisions concerning new branches, changes in the operations of inefficient branches, and actions aiming to more flexible deployment of the staff.     

Scheduling trucks in local depots for door-to-door delivery services

A scheduling method is suggested for trucks delivering and picking up freight between branch offices and a regional depot in door-to-door delivery services. As the objective functions, different levels of customer service resulting from different timing of deliveries and pickups to/from branch offices are considered as well as the travel cost of trucks. Useful properties of the optimal timing of deliveries and pickups are derived to reduce the size of the search space significantly. Numerical experiments were conducted to evaluate various algorithms to solve the problem.     

Multiple-Attribute-Based Expert Support System for Customer/Order Evaluation

Sales and marketing people routinely evaluate and rank their customers to develop a marketing strategy and plan of action for utilizing available sales resources. Performing this evaluation informally makes it difficult to take into account all the significant customer attributes in a consistent and objective manner. In this paper an approach based on multiple attributes is developed to assist in evaluating customer performance. This approach is coded primarily in an expert system shell, which is run on a personal computer. The expert system shell was chosen over other software by the marketing people because they preferred its user-friendly capabilities. This system is being used by the Tin Mill Products Marketing office of Bethlehem Steel and is being considered for use by other product-line marketing offices within Bethlehem.     

A comparison of strategies to develop a customer default scoring model

Behavioural scoring models are generally used to estimate the probability that a customer of a financial institution who owns a credit product will default on this product in a fixed time horizon. However, one single customer usually purchases many credit products from an institution while behavioural scoring models generally treat each of these products independently. In order to make credit risk management easier and more efficient, it is interesting to develop customer default scoring models. These models estimate the probability that a customer of a certain financial institution will have credit issues with at least one product in a fixed time horizon. In this study, three strategies to develop customer default scoring models are described. One of the strategies is regularly utilized by financial institutions and the other two will be proposed herein. The performance of these strategies is compared by means of an actual data bank supplied by a financial institution and a Monte Carlo simulation study.     

Assessing bank efficiency and performance with operational research and artificial intelligence techniques: A survey

This paper presents a comprehensive review of 196 studies which employ operational research (O.R.) and artificial intelligence (A.I.) techniques in the assessment of bank performance. Several key issues in the literature are highlighted. The paper also points to a number of directions for future research. We first discuss numerous applications of data envelopment analysis which is the most widely applied O.R. technique in the field. Then we discuss applications of other techniques such as neural networks, support vector machines, and multicriteria decision aid that have also been used in recent years, in bank failure prediction studies and the assessment of bank creditworthiness and underperformance.     

A queueing model of delayed product differentiation

We consider a production system in which a supplier produces semi-finished items on a make-to-stock basis for a manufacturer that will customize the items on a make-to-order basis. The proportion of total processing time undertaken by the supplier determines how suitable the semi-finished items will be to meet customer demand. The manufacturer wishes to determine the optimal point of differentiation (the proportion of processing completed by the supplier) and its optimal semi-finished goods buffer size. We use matrix geometric methods to evaluate various performance measures for this system, and then, with enumeration techniques, obtain optimal solutions. We find that delayed product differentiation is attractive when the manufacturer can balance the costs of customer order fulfillment delay with the costs associated with unsuitable items.     

Comparative efficiency analysis of Portuguese bank branches

The advent of Internet banking and phone banking is changing the role of bank branches from a predominantly transaction-based one to a sales-oriented role. This paper reports on an assessment of the branches of a Portuguese bank in terms of their performance in their new roles in three different areas: Their efficiency in fostering the use of new transaction channels, their efficiency in increasing sales and their customer base, and their efficiency in generating profits. Service quality is also a major issue in service organisations like bank branches, and therefore we analyse the way this dimension of performance has been accounted for in the literature and take it into account in our empirical application. We have used data envelopment analysis (DEA) for the different performance assessments, but we depart from traditional DEA models in some cases. Performance comparisons on each dimension allowed us to identify benchmark bank branches and also problematic bank branches. In addition, we found positive links between operational and profit efficiency and also between transactional and operational efficiency. Service quality is positively related with operational and profit efficiency.     

The Application of Data Envelopment Analysis in Conjunction with Financial Ratios for Bank Performance Evaluation

While financial ratios are currently the method most often used to evaluate a bank's performance, there is no clear-cut rationale which would allow one to acquire a composite score on the overall financial soundness of a bank. This paper demonstrates the application of DEA (Data Envelopment Analysis) in conjunction with financial ratios to help bank regulators in Taiwan not only to distinguish the efficient banks from the inefficient ones but also to gain insight into various financial dimensions that somehow link to the bank's financial operational decisions.     

An interval portfolio selection problem based on regret function

Recent mergers in the banking industry have often generated disappointing shareholder returns. Delays in implementing potential operating savings and realizing benefits of scale economies may be one reason these mergers have disappointing returns. Using data envelopment analysis (DEA), we analyze a 200-branch network formed in a merger of four banks. The operating efficiency of each branch is benchmarked against “best-practice” branches in the combined merged bank as well as “best practice” branches within each pre-merger bank. This analysis identified opportunities to reduce branch operating costs by 22 percent for the entire merged bank. In contrast, the cost savings opportunity is under seven percent when analyzed within each pre-merger bank.These findings suggest benchmarking across the entire merged bank to identify the best practices bank-wide can generate added savings. However, in this bank merger, these merger benefits were not realized until four years after the merger. Interviews with key players in the merged bank indicate that the bank deferred realizing these benefits because of political pressures, personnel integration issues, system integration issues, and financial components of the merger such as restructuring reserves and the purchase price. These causes suggest areas where shareholders can and should demand more rapid improvement in performance of bank mergers and areas for future corporate merger research.     

Cost efficiency,production and value-added models in the analysis of bank branch performance

This paper develops a framework for performance appraisal in the context of a bank branch network. A data envelopment analysis model is advocated that can identify both input and output inefficiencies from a cost minimization perspective. The model is then applied to the analysis of a bank branch network and the production and value-added approaches are deployed jointly to give a comprehensive assessment of bank branch efficiency. The sources of underperformance are identified and their managerial implications are explored.     

Evaluating the performance of Swedish savings banks according to service efficiency

This article develops principles for an evaluation of the efficiency of a savings bank. It starts out from the observation that such a bank is less profit oriented than a commercial bank. The customer is a vital stakeholder to the savings bank implying a greater emphasis on customer service provision. We are using data envelopment analysis (DEA) as a method to consider the service orientation of savings banks. We thereby demonstrate how an evaluation of the performance of savings banks according to “service efficiency” differs from an evaluation based on the traditional “profit” or shareholder concept. We determine the number of Swedish savings banks being “service efficient” as well as the average degree of service efficiency in this industry.     

A study on the persistence of Farrell’s efficiency measure under a dynamic framework

This article introduces a sequence of four systematic methods to examine the extent to which the economic efficiency of Taiwan’s commercial banks persists and to uncover the potential dynamic link between bank performance and various financial indicators. Quasi-fixed inputs are explicitly incorporated in the DEA model to account for possible adjustment costs, regulation, or indivisibilities. Among the four methods, the dynamic panel data model and the Markov model appear to be exploited for the first time in the area of the DEA approach. Evidence is found that bank efficiency exhibits moderate persistence over the sample period, implying that the given sample banks fail to adjust their production techniques in a timely manner. Regulatory authorities and bank managers are suggested to be aware of the level of undesirable non-performing loans due to their close relationship with bank performance.     

Assessing the impact of derived behavior information on customer attrition in the financial service industry

The value of the customer has been widely recognized in terms of financial planning and efficient resource allocation including the financial service industry. Previous studies have shown that directly observable information can be used in order to make reasonable predictions of customer attrition probabilities. However, these studies do not take full account of customer behavior information. In this paper, we demonstrate that efficient use of information can add value to financial services industry and improve the prediction of customer attrition. To achieve this, we apply an orthogonal polynomial approximation analysis to derive unobservable information, which is then used as explanatory variables in a probit–hazard rate model. Our results show that derived information can help our understanding of customer attrition behavior and give better predictions. We conclude that both researchers and the financial service industry should gather and use derived financial information in addition to directly observable information.     

Commercial branch performance evaluation and results communication in a Canadian bank––a DEA application

In this paper, we focus on evaluating the performance of the commercial branches of a large Canadian bank using data envelopment analysis. Two production models are considered in this country-wide evaluation. One model, looking directly at resource usage, is most useful to the branch manager. The other model, incorporating financial results, is more geared towards senior management. We introduce non-discretionary factors to reflect specific aspects of the environment a branch is operating in, such as risk and economic growth rate of the region. Both input and output multipliers are constrained by incorporating market prices as well as managerial preferences, in order to get effectiveness measures. The cost-minimisation study led to valuable results pertaining to the performance of individual branches. Notable is the methodology introduced here that shows how to present graphical and numeric outcomes to managers. Gap maps, pie charts and target tables are produced for each branch to provide performance goals for the managers. Useful information has also been obtained at the district level. Output oriented models were analysed to reflect the Bank's recent emphasis towards growth in some areas.     

Integrated bank performance assessment and management planning using hybrid minimax reference point – DEA approach

The purpose of assessing past performances and setting future targets for an organisation such as a bank branch is to find where the branch stands in comparison to its peers within the bank branch network and how to improve the efficiency of its operations relatively when compared to the best practice branches. However, future performance targets may be set arbitrarily by the head-office and thus could be unrealistic and not achievable by a branch. A hybrid minimax reference point-data envelopment analysis (HMRP-DEA) approach is investigated to incorporate the value judgements of both branch managers and head-office directors and to search for the most preferred solution (MPS) along the efficient frontier for each bank branch. The HMRP-DEA approach is composed of three minimax models, including the super-ideal point model, the ideal point model and the shortest distance model, which share the same decision and objective spaces, are different from each other only in their reference points and weighting schema, and are proven to be equivalent to the output-oriented DEA dual models. These models are examined both analytically and graphically in this paper using a case study, which provides the unprecedented insight into integrated efficiency and trade-off analyses. The HMRP-DEA approach uses DEA as an ex-post-facto evaluation tool for past performance assessment and the minimax reference point approach as an ex-ante planning tool for future performance forecasting and target setting. Thus, the HMRP-DEA approach provides an alternative means for realistic target setting and better resource allocation. It is examined by a detailed investigation into the performance analysis for the fourteen branches of an international bank in the Greater Manchester area.     

Investors’ preference for a positive tax rate depends on the level of the interest rate

In a financial market with only one stock, Cadenillas and Pliska (Financ Stoch 3:137–165, 1999) showed that sometimes investors can take advantage of a positive tax rate to maximize their portfolio return. Buescu et al. (Math Finance 17:477–485, 2007) generalized this surprising result to a market with one stock and one bank account with zero interest rate. We consider instead a financial market with one stock and one bank account with positive interest rate. As in the papers above, we assume that there are taxes and transaction costs in the financial market. We succeed in solving the problem of an investor who wants to maximize the long-run growth rate of his investment, even though the positivity of the interest rate increases the dimensionality of the problem and the difficulty of the computations. We characterize how the investors’ preference for a positive tax rate depends on the interest rate level: investors prefer a positive tax rate when the level of the interest rate is low, and the opposite occurs when the level of the interest rate is high. Most of the contributions of C. Buescu were made during his doctoral studies at the University of Alberta. The research of C. Buescu and A. Cadenillas was supported by the Social Sciences and Humanities Research Council of Canada grants 410-2003-1401 and 410-2006-1069. We are grateful to Stanley R. Pliska for comments and suggestions to a previous version of the paper, and to the associate editor and referees for constructive remarks. Existing errors are our sole responsibility.     

Foreign Currency Inventory Management in a Branch Bank

A branch bank may decide to stock one or more foreign currencies to meet demands from its customers and may also accumulate foreign currency as a result of customer transactions. This paper presents the branch bank's foreign currency problem as an inventory management problem and derives good (and in many cases, optimal) decision rules for this type of cash management problem.While the model presented is similar to models which have been proposed for cash management, the foreign currency problem has a number of features which lead to distinct differences. The model was developed for the Canadian situation but is generalizable to any branch having a significant volume of foreign currency transactions.     

Stable cores of large games

We give general conditions, based on the largeness of the core, under which cores of exact TU games are their unique von Neumann-Morgenstern stable sets. We show that this condition is satisfied by convex games and by nonatomic exact market games. In this way, we extend and unify earlier results existing in literature. Under some additional conditions we also prove the equivalence between the core and the Mas-Colell bargaining set.We thank Jean-Francois Mertens, Enrico Minelli, William Thomson, and two anonymous referees for helpful comments. We also thank seminar audiences at CORE, Cornell, Pescara, and Rochester. We gratefully acknowledge the financial support of the Ministero dell’Istruzione, dell’Universitá e della Ricerca.