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In 2017, Bendigo and Adelaide Bank (‘Bendigo’) was implementing the findings of a strategic review of its Community Bank® franchise operations, which had been operating since 1998.
Bendigo now had more than 300 Community Bank®
anches, representing more than 60 per
cent of its total number of
anches. These
anches had contributed more than $165 million
ack into their communities. However, Bendigo was concerned that the model hadn’t changed
since 1998 despite many changes in the banking industry and banking practice. Individual
communities were not collaborating with each other and the bank felt the model was not delivering
to its potential. Meanwhile, franchises were concerned about Bendigo’s centralised control, opaque
systems, slow speed of response and lack of recognition of franchise capabilities.
The review, Project Horizon, began in September 2013 and the report was delivered in Fe
uary
2015, after being approved by the Bendigo Board and the Community Bank® Strategic Advisory
Board (CBSAB). Significant changes had been made to the franchise operations, but there was much
to do. Robert Musgrove, the bank’s Executive of Engagement Innovation, who was involved from the
start and a direct report to CEO Mike Hirst, was enthusiastic at the model’s prospects for the future:2
The challenge—and the opportunity—for Bendigo and its community partners is to evolve the
Community Bank® model to ensure its relevance to customers’ and communities’ changing
equirements and also to the generational shifts occu
ing around us daily.
CASE 4
Bendigo Bank:
growing through
community
partnerships1
Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2019— XXXXXXXXXX — Hu
ard/Strategic Management 6e
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ard, G., Rice, J., & Galvin, P XXXXXXXXXXStrategic management ebook. ProQuest Ebook Central
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C A S E S466
But interest rates were at all-time lows while the fixed costs of banking were rising. Competitors
were now aware of Bendigo’s model and were improving their service levels and their focus on
community. New banks were emerging from customer-service-focused credit unions. Banking was
now being done online, not face to face in
anches. There were concerns that the Australian
property market was in a ‘bu
le’. Would Bendigo’s Community Bank® model continue to be
successful in the face of these challenges?
Bendigo Bank’s history
In 1858, the Bendigo Mutual Permanent Land and Building Society was formed in the gold-
mining country town of Bendigo, Victoria, at the height of the gold rush. Its purpose was to collect
local savings to be loaned to society members to help them buy and build housing. The organisation
emained largely unchanged for more than 100 years.
The beginnings of financial deregulation began in Australia in the early 1980s. This led
Bendigo to acquire a variety of local and other Victorian financial institutions in the 1980s and
1990s. The Australian property market crash in 1990 and the crash of Victoria’s largest building
society—Pyramid Building Society—in 1992 forced building societies, which were not guaranteed
y the Reserve Bank, to become banks and come under more stringent banking legislation. In
1993 the Bendigo Mutual Permanent Land and Building Society listed on the Australian Stock
Exchange and in 1995 it changed its name to Bendigo Bank.
By 1997, the major banks began withdrawing
anch banking from small country towns. In
1998, Bendigo launched a Community Bank® proposition for these small towns, particularly
those that were left without any banking facilities. In 2000, Bendigo took advantage of the merger
wave in the industry to acquire First Australian Building Society, a Queensland building society
with 47
anches—its first significant interstate expansion. Further joint ventures with Elders
Rural Bank, Tasmanian Perpetual Trustees and Community 21 (a collaborative of not-for-profit
organisations working collectively) in that year provided it with a skeleton national framework, a
huge achievement for a country-based building society! By 2003, it had 240
anches nationally
(including approximately 50 in Queensland and more than 60 in the other states combined) and
100 Community Bank®
anches.
Further expansion continued into the twenty-first century. By 2017, Bendigo had a wide
ange of
ands and major products, achieved through both acquisition and innovation. These
included:
• Bendigo Bank and Bendigo Community Bank®
anches—600 service outlets, including 187
company
anches and 314 Community Bank®
anches
• Adelaide Bank (merged in 2007)—provider of third-party wholesale mortgages and wealth
deposits
• Rural Bank (originally a joint venture with Elders, acquired in 1999)—the only Australian-
owned dedicated agribusiness bank in Australia
• Rural Finance—a specialist rural lender in Victoria
• Leveraged (acquired in 2009)—a margin lending wealth financie
• Delphi Bank (acquired in 2011 and previously known as Bank of Cyprus Australia) – servicing
Australia’s Hellenic community
• Sandhurst Trustees—providing wealth products and services, including superannuation
• Alliance Bank—a partnership with four credit unions to provide their backend service
Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2019— XXXXXXXXXX — Hu
ard/Strategic Management 6e
Hu
ard, G., Rice, J., & Galvin, P XXXXXXXXXXStrategic management ebook. ProQuest Ebook Central
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467C A S E 4 Bendigo Bank: growing through community partnerships
• Community Sector Banking—a partnership with Century 21, providing specialist banking for
not-for-profit organisations
• Community Enterprise Foundation™—providing an efficient method, with good governance,
for community franchises to contribute to projects within their communities
• Homesafe Solutions—providing an equity-release option for senior Australians looking to
access equity in their home.
Bendigo was one of only a few banks in the world whose credit rating was upgraded through
the post-GFC period and Bendigo Bank and Rural Bank were the only Australian banks not to
utilise the Federal Government guarantee to bo
ow from the wholesale market. By 2017, Bendigo
had risen to be the fifth-largest retail bank in Australia, behind the Big Four (Commonwealth,
ANZ, NAB and Westpac). Around 70 per cent of its business came through partnership
a
angements with other organisations.
Its vision was to be Australia’s most customer-connected bank. Its strategy was to focus on the
success of its customers, people, partners and communities. Philosophically, many within the
ank believed that a successful regional bank could only be achieved by first focusing on the
success of its customers and the communities within which they lived.
Bendigo saw the creation of mutually beneficial partnerships as being core to its strategy. It
sought partners who were connected to and trusted by customers. It was willing to share
esponsibilities and rewards and was comfortable not being in total control. It sought equal
commitment from its partners to creating long-term sustainable prosperity for communities and
customers, not just focusing on the cu
ent ‘deal’. Through its experience of creating Community
Bank®
anches and working with other partners, it felt it had a very large experience and
advantage in creating and nurturing business partnerships.
Table 1 shows the recent financial performance of Bendigo. However, despite being a listed
company, Bendigo did not see financial performance as its key performance indicator. Instead, it
Year ended June XXXXXXXXXX 2016
Net interest income ($m XXXXXXXXXX XXXXXXXXXX
Profit after tax ($m XXXXXXXXXX415
Total assets ($m XXXXXXXXXX XXXXXXXXXX
Total equity ($m XXXXXXXXXX XXXXXXXXXX
EPS (cents XXXXXXXXXX5 90.4
DPS (cents XXXXXXXXXX
Share price year end ($ XXXXXXXXXX XXXXXXXXXX
Cost/income (% XXXXXXXXXX1 56.0
ROE (after tax) (% XXXXXXXXXX5
Tier 1 capital (% XXXXXXXXXX10.4
Sources: Annual Reports 2012–2016.
TABLE 1 Financial performance of Bendigo Bank 2012–2016
Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2019— XXXXXXXXXX — Hu
ard/Strategic Management 6e
Hu
ard, G., Rice, J., & Galvin, P XXXXXXXXXXStrategic management ebook. ProQuest Ebook Central
XXXXXXXXXXonclick=window.open('http:
ebookcentral.proquest.com','_blank') href='http:
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C A S E S468
saw the need to strike an appropriate balance of outcomes for all stakeholder groups. Table 2
shows some non-financial indicators of performance.
Year ended June XXXXXXXXXX 2016
Total customers (million XXXXXXXXXX XXXXXXXXXX
Community Bank® customers (million XXXXXXXXXX XXXXXXXXXX
Total staff (incl. Community Bank®
staff)
XXXXXXXXXX XXXXXXXXXX
Community Bank® staff XXXXXXXXXX XXXXXXXXXX
Community Bank® directors XXXXXXXXXX XXXXXXXXXX
Community Bank® shareholders XXXXXXXXXX XXXXXXXXXX
Employee engagement score (% XXXXXXXXXX
Turnover (% XXXXXXXXXX2
Women in senior management roles (% XXXXXXXXXX5
Working flexibly (% XXXXXXXXXX
Sources: Bendigo Bank internal document supplied to author for purposes of case.
TABLE 2 Non-financial performance of Bendigo Bank 2012–2016
Bendigo also had the following results to support its highly valued customer proposition:
• No. 1 in Fo
ester’s Australian Customer Experience index
• Best rated Australian financial institution on the Corporate Reputation index for 2015 and
2016 (AMR Research)
• No. 1 in bank customer satisfaction (Roy Morgan: 88% compared with 78–81% for the majors)
• No. 2 in credit-card satisfaction (JD Power)
• Most likely bank to be recommended (Roy Morgan: 69% compared with 50–55% for the
Big Four).
In addition, Bendigo