Case Study: TMB Bank achieves improved customer experience and process standardization with MEGA International’s HOPEX platform

Improve the Customer Experience

TMB Bank, a leading commercial bank in Thailand with hundreds of products, faced fragmented process documentation (PowerPoint, Visio, Excel, Word and personal storage) and lacked a consistent way to standardize processes, share information and improve the customer experience and journey visibility.

TMB implemented MEGA HOPEX Business Process Analysis with MEGA’s services, created a process excellence team and a central repository and interactive portal. Today about 70% of processes across seven business units are documented to level 4 and maintained by process owners, enabling linked customer-journey maps, identification and removal of operational gaps and duplicated work, regular process maturity assessments, and easier information access for staff and auditors; next steps include IT governance/rationalization and risk/control mapping.

TMB Bank

Thatree Methajittiphan

Business Process Management Specialist