Submitted by :

Abhishek Nayyer
Bhuvneshwar
Ravi Yadav
Rajeev
Suhani
INTRODUCTION

Founded : Roseburg, Oregon, United States (1953)

Headquarters :Portland, Oregon, United States

Umpqua Bank with more than 90 branches and $5 billion in
assets is creating and maintaining corporate culture that provide
excellent customer care services
Proper training is been provided by to every employee to do all
kind of task


Umpqua employees are empowered to satisfy customers
needs
Umpqua banks believes that it needs to continually measure
and reward customer service on a departmental level as
they command it as return on quality
Umpqua acquires banks that have had vastly different
cultures and personnel who do not share Umpquas
customer care philosophy
A key component of its strategy is universal associate
program

UNIVERSAL ASSOCIATE PROGRAM
Every employee is trained to perform every task.
The benefit of this program is that the employee
turnover is half of the industry average.
The another benefit is that the employee boredom is
reduced because they have to perform multiple task
each day.
According to this program, an employees workday
varies based on which department are slow and busy.
There is no its not my job mentality because every
person has to do every work.
Their main work is to provide every work with best
quality

STRENGTHS
Individualized customer service at the branch level (not
centralized)

Localized loan services allow better understanding of
qualifications and specialized needs of borrowers. This
is especially an advantage in the small/medium markets
that Umpqua is concentrated in.

Unique retail environment/merchandising strategy for
branches is appealing to many consumers. Umpqua-
branded coffee, music & other items strengthen brand
awareness and image, which Umpqua is effectively
marketing.



CONTD..
Able to successfully integrate acquisitions into
company and made diverse background into
universal culture
Have gone beyond to satisfy their customers


WEAKNESS
Economic strength of region (Pacific)Northwest/I-5
corridor) has been weaker than that of U.S. in
general (though improving).

Growth through acquisitions is currently expensive
(investor expectations are high).

Mortgage business falling significantly due to
reduction in refinancing activity

Large competitors can offer larger lending limits
and offer state-/nation-wide facilities and services

CONTD..
Because Umpqua largely uses purchased SW, IT
often can't implement desired improvements, so
they must push vendors to innovate on their behalf
(which vendors can then sell to other banks)
OPPORTUNITIES
Few regional banks left in the area (most have
been consolidated into national banks)

Few regional banks left in the area (most have
been consolidated into national banks)

Many consumers are becoming disenchanted with
deteriorating service at national banks

Well-run banks are candidates for take-over by
larger rivals (this could be an opportunity or a
threat, depending on your point of view).

THREATS
1.Credit unions:
- untaxed, allowing them to offer better rates.

- have fewer lending regulations, reducing their
costs.

- field of membership rules are being relaxed,
allowing more people to join.

2.New community banks are being formed in
response to consolidation.

CONTD..
3. On-line banks can offer better rates due to lower
overhead.

4. Interest rate risk a substantial amount of
Umpquas earnings are from the spread between
interest on deposits & loans, which could
deteriorate if deposit rates increase faster than loan
rates
Q1.Discuss the pros and cons of Umpqua bank
universal associate program perspective of the
bank management ?
Pros :
Reduced temporary staff required for coverage from
illness, vacations, etc.
Reduced cost for training employees
Reduced number of Branch employees
Increased cross sell ratio
Improved employee satisfaction scores
Improved employee retention
Improved Customer satisfaction scores
Improved staff ability to handle more complex
transactions
CONS
"The training provided for anyone other than a Universal
Associate is terrible
Lack of leadership in some areas and upper
management feels that middle managers are
responsible for leading without support.
The bank force feeds its "culture" to its employees. It's
very cultish, and advancement depends heavily on how
well you talk the talk
Way too much work put on shoulders of employees with
embarrassing pay rate and nonexistent promotions.
Politics decides who gets what not how hard you work

QUESTION NO 2
Discuss the pros and cons of Umpqua bank
universal associate program perspective of
the bank employee?
PROS:
Higher employee satisfaction
Proper work life balance
Less conflict
Developing up of new skills in employees
Low employee attrition

CONS
As there is universal associate program then it may
happen that all employees are not trained as they
need to be for their personal development
Organizational objective is placed more importance
then personal objectives
despite the integration activities going on, there is a
lot of overwork anyways and a lot of people do not
feel they are paid fairly for the amount of hours that
they put in
Way too much work put on shoulders of employees
with embarrassing pay rate and nonexistent
promotions
Q3. Is a tall or flat organization most
appropriate for Umpqua? Explain your
answer
.
Its a flat organization structure because
There is a clarity in decisions.
Narrow span of control is there.
Providing more opportunities to employees to grow
through multi tasking thing.
More flexible in nature.
Due to its culture people are ready to adapt new
changes.

Q4. Develop a goal oriented job
description for an Umpqua teller.
Responsible for handling customer transactions at banks,
including taking deposits, disbursing cash, opening
accounts, and investigating fees.

PRIMARY RESPONSIBILITIES
Process routine account transactions.
Open accounts, including savings and checking.
Help customers fill out deposit and withdrawal slips.
Use adding machine.
Disburse money to customers.
Validate the deposit slip and stamp it by machine.
Check for photo identification.
Assist customers at the drive-through window.

Greet people warmly and direct them to appropriate bank
personnel.
Handle loan payments and cash checks.
Sell travelers checks and money orders.
Collect loan and utility payments.
Promote bank products.
Record all transactions.
Report suspicious activity to police.
Exchange foreign currency.
Count cash at beginning and end of shift.
Balance currency, cash and checks in cash drawer at
end of each shift.