A Major Inter-Dealer Broker: Quality Improvement Programme

the business issue.
With increasing volumes of electronic trading and the business desire to place more and more products through the e-broking route to market, the focus has shifted to quality of service. Customers in these markets have choices of where to trade and any downtime can lose business rapidly.

the requirements.
Quickly identify the root causes for any resiliency issues looking across the spectrum of software and infrastructure as well as policies, practises and procedures. Devise a strategy for resolving any problems and gain approval from the Board. Manage the subsequent change programme to meet the timescales, budget and quality targets agreed with the Board.

the solution.
CyberDMG undertook an independent objective capability assessment using their in-house methodology, which compares some 15 key process views with industry and competitors best practise. The results pointed the way to an improvement programme which CyberDMG designed and ran over a 4 month period, culminating in a rapid improvement in resiliency issues, from an average of one per week to one every four months.

The subsequent business effect was to increase customer patronage by at least 10% achieving a ROI of some 10 times.