About
Smart management system (SMS) is an innovative self-learning technology providing centralized automatic identification of customer service imperfections at each of 6,500 Sberbank’s offices and each employee inside that offices regular job and automatically generating the best managerial solutions on improving business and eliminating gaps
Innovation presentation
Smart management system (SMS) is an innovative self-learning technology providing centralized automatic identification of customer service imperfections at each of 6,500 Sberbank’s offices and each employee inside that offices regular job and automatically generating the best managerial solutions on improving business and eliminating gaps.
a. SMS 24/7 to monitor the performance of 40,000 sales managers and consultants and 55,000 retail-banking service managers.
b. 7,000 managers of Sberbank's retail network monitor employee performance using SMS technology.
c. Based on Big Data, SMS unifies 10 front- and back-office IT systems.
d. It contains a best-practices library with 500 ready-made managerial solutions to business problems.
e. SMS automatically generates and assigns more than 7,000 types of management tasks.
f. SMS sends more than 300,000 tasks weekly to each branch/divisional/regional manager in order to eliminate the deficiencies identified.
g. SMS tasks come to employee desktop/mobile devices weekly.
h. SMS automatically analyses personal discipline/progress: how, and how well, do managers fulfill their tasks?
i. Tasks are prioritized based on business priorities (which can be tuned when needed).
j. Branch heads may observe all tasks set for employees and may assist with execution and teach less-experienced team members.
k. SMS unifies all levels of management, aggregating information by region, branch, role, etc.
l. SMS makes allowances for regional features of business management and local needs.
m. SMS identifies gaps in performance standards based on 1,000 parameters (productivity, fraud, product knowledge, sales conversion, operational quality, number of employees, incidents, turnaround and turnover targets, client feedback, etc.).
Uniqueness of the project
SMS is a uniquely effective tool in comparison with traditional management techniques employed by other banking institutions. We are not aware of any comparable system in the world, neither in finance nor elsewhere. We are quite confident that no management automation system anywhere in the world operates on this scale or with such impressively quantifiable results.
The other groundbreaking feature of SMS is that it is a completely self-learning system. What does that mean? We constantly improve SMS using detailed feedback from our numerous users, and exploit crowdsourcing, integrating the best managerial know-how into the system weekly. As a result, our management staff are constantly learning and improving their skills thanks to SMS.
