Importance The article investigates the key factors and performance indicators of retail customer service office. Objectives The study focuses on methodological approaches to assessing the operational efficiency of bank sales office through the analysis of existing approaches to performance evaluation and experience of a number of commercial banks of the Russian Federation in similar evaluation. Methods I employ abstract-logical, structural and functional methods as the main methods of research. The paper applies results of works by foreign and Russian scientists studying the effective organization of operations of bank offices. Approaches to calculating the indicators were tested in a number of financial institutions of the Russian Federation. Results I present methods to evaluate bank's office performance that rest on NPV calculation and discounted payback period (DPP) determination. The paper includes a detailed structure of procedures and calculation formulas. The methods are of particular value for financial institutions that plan to organize a network of offices. They need to understand what sales offices are efficient, and what are not. Conclusions The created tool can be used by any financial organization, if tailored according to the specifics of bank's product line. It enables to evaluate the efficiency of newly opened or operating offices.
Keywords: efficiency, bank, NPV, DPP, headcount ratio
Lebas M., Euske K. A Conceptual and Operational Delineation of Performance. In: A. Neely (Ed.). Business Performance Measurement: Unifying Theory and Integrating Practice. Cambridge, Cambridge University Press, 2007, pp. 125–139.
Lobova S.V. [Identification of efficiency as an economic category: Theoretical aspect of the study]. Menedzhment v Rossii i za rubezhom = Management in Russia and Abroad, 2015, no. 2, pp. 3–12. (In Russ.)
Genkin B.M., Kozlova M.I. [On indicators of efficiency and basic schemes of effective work motivation]. Vestnik INZHEKONA. Ser.: Ekonomika, 2004, iss. 4, pp. 3–9. (In Russ.)
Balakina R.T., Chernysheva A.S. [Commercial bank subsidiary: To be assessed and examined]. Vestnik Omskogo universiteta. Ser.: Ekonomika = Herald of Omsk University. Series Economics, 2010, no. 3, pp. 174–182. (In Russ.)
Smirnov A.V. Analiz finansovogo sostoyaniya kommercheskikh bankov [Analysis of financial condition of commercial banks]. Moscow, Mezhdunarodnyi bankovskii klub Publ., 2007, 225 p.
Savel'eva N.K. [Comparison of quantitative methods for evaluating the bank performance]. Finansovaya analitika: problemy i resheniya = Financial Analytics: Science and Experience, 2015, vol. 8, iss. 35, pp. 21–35. URL: Link (In Russ.)
Shcherbakova G.N. Analiz i otsenka bankovskoi deyatel'nosti: na osnove otchetnosti, sostavlennoi po rossiiskim i mezhdunarodnym standartam [Analysis and assessment of banking activities: Based on financial statements under Russian Accounting Standards and IFRS]. Moscow, Vershina Publ., 2006, 464 p.
Dolzhenko R.A. [Geomarketing modeling of the network of sales offices in the bank]. Menedzhment v Rossii i za rubezhom = Management in Russia and Abroad, 2016, no. 1, pp. 41–50. (In Russ.)
Dolzhenko R.A. [Approaches to geomarketing via office locations serving individuals and legal entities in a commercial bank]. Biznes-informatika = Business Informatics, 2017, no. 3, pp. 41–55. (In Russ.)