usage of social media and new communication technology

1

Usage of Social Mediaby Samitha Jayaweera

Master of Business managementBusiness communication

2

Introduction

• Fitch Rating : AA– (lka)

• Current focus : microfinance

• Over 26,800 customers

• 25 service delivery points.

• Profit after Tax -2.83 By

• Sri Lanka 's Unshakable leader

in Leasing sector

SamithaMbm/02/BII/11

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Introduction

183 customer touch points

1,134 employees

Largest and highest rated NBFI

in Sri Lanka

The market leader in Leasing for last 11 years


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Products

• Leasing & hire purchase

• Loans

• Insurance

• Islamic Finance

• Micro Finance

• Investments

• Fleet Management

• Property development


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communication methods

Reports

Presentations

Face-to-face meetings

Teleconferencing

Videoconferencing


6

Modern technology applications

Human Resource Management

Marketing

Customer Satisfaction

Return on Investment


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Human Resources Use of modern tech

to improve employeeCompetenciesProductivitySatisfaction

& to reduced employee turnover


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Human Resources Use of modern tech

Intranet - 24 hour self paced e-learning portal

Employee perception survey

Annual Performance appraisals

HR Management system

Teleconferencing

video conferencing


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Human ResourcesModern tech benefits

Empowered employees

Improved competencies

Job satisfaction

Quick responses

Better target achievements

Improved monitoring / follow up


10

Customer care Use of modern tech

High tech Call Centers

Automated SMS / E-mails

Social media / Facebook

Customer feedback at service

points / web


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Customer care Use of modern tech

• Mobile POS terminals -

‘‘Door step” service

• Instant scanned

document upload to

network

• Digital Document

Management Solution

(DMS)


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Customer care Modern tech benefits

increasing service quality

customer satisfaction

Convenience

“Door step” service


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• Easy access to services

• effective complaint handling

• Customer information security

• Speedy approval

Customer care Modern tech benefits


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Return on investment

Pay back – less than 05 years

Increased shareholder values

Increased profitability

Market leader for 11 years


15


2008/09

2009/10

2010/11

2011/12

2012/13

0

500

1000

1500

2000

2500

3000

3500

4000

profit before taxprofiy after tax

Rs. Mn.


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2008/09

2009/10

2010/11

2011/12

2012/13

0

2000

4000

6000

8000

10000

12000

stated capita

profit available for ordinary shareholders


17

2008/09 2009/10 2010/11 2011/12 2012/130

0.5

1

1.5

2

2.5

earning per share



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Advantages

• Speeds exchange of information

• Improves organizational communication

• Fast decision making

• Increases employee participation


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Advantages

• Influences people interactions

• Structures organizational life

• Supports open discussions

• Provides a voice to those who normally would

not speak up in groups


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Disadvantages

Poor substitute for face-to-face communication

Difficulty Training Employees

Expensive

Not Safe


usage of social media and new communication technology

Education

sri lanka