J.p Morgan Chase Case Paper

MGMT 2030

8 November 2018

Table of Contents

Company History ………………………………………………………………………….….3

Company Financials ………………………………………………………………….…….4-5

Berrada, Casey, Davis, Miley, Sutton 1

Income Statement…………………………………………………………………………..….5

Internal Analysis ……………………………………………………………………..………6-8

Industry Analysis ………………………………………………………………………….9-10

Competition ………………………………………………………………………………..….11

Tangibles ………………………………………………………………………………….….12

Reliability ………………………………………………………………………………….….12

Responsiveness ……………………………………………………………………………….13

Assurance ……………………………………………………………………………………..13

Empathy ………………………………………………………………………………………13

Tools of Quality Control……..………………………………………………………..….12-14

Flow Chart ……………………………………………………………………………………16

Histogram …………………………………………………………………………………….17

Pareto Analysis ………………………………………………………………………………18

Cause and Effect Fishbone Diagram ….…………………………………………..……….19

Value Stream Diagram

………………………………………………………………….……20

Finn by Chase …………………………………………………………………………..……21

Works Cited ……………………………………………………………………………….….23

Executive Summary

J.P. Morgan Chase founded after J.P Morgan merged with The Chase Manhattan

Corporation in 2000. Then, they merged with Bank One four years later, to create a global

financial service leader (JP Morgan Chase 2018).

J.P Morgan Chase strives to make their company a happy workplace and a welcoming

atmosphere to their customers. J.P. Morgan Chase ranked 10th of the most valuable banking

Berrada, Casey, Davis, Miley, Sutton 2

companies worldwide as of February 2018, with a brand value amounting to 17.65 billion dollars

(Statista 2018). Hence, they aim to be the best financial business in the world, while offering to

their customers nothing but the truth and the best banking service available in the market. As of

now, J.P. Morgan Chase is the largest bank in the United States with a revenue of 113.9 billion

dollars in 2017 (Statista 2018). Therefore, the bank shall continue to grow now and in further

generations.

J.P Morgan Chase proposes a range of services to its’ customers including investment

banking, markets & investor services, treasury services, asset management, private banking,

merchant services, wealth management as well as brokerage and commercial banking. J.P

Morgan Chase’s customers rely on the bank’s complete and extended program of financial

services fused with the most adept and well-thought–out way to fulfill their client’s needs and

wants.

JP Morgan Chase is also introducing something new and exciting, that no other bank has yet to

do themselves, and they call it Chase Finn.

Overall, this J.P. Morgan Chase paper demonstrates the company’s history and important

financial information. It provides a service quality analysis that is emphasized by tools of quality

control. It also includes an internal and external analysis of this financial business while stating

the major issues that the company is dealing with.

Company History

JP Morgan Chase & CO, originally known as “The Manhattan Company,” was named

after a man named John Pierpont Morgan. JP Morgan had originally owned his own business that

was named after him. It wasn’t until just before his father, Junis Morgan had passed away that

the banks name was changed to JP Morgan Chase & Co (Business insights 2018). Surprisingly,

the history of J.P. Morgan Chase expands over more than 200 years and can been traced all the

way back until 1799. This bank was first established in New York City, and has previously been

chartered the NYC water supplier by Aaron Burr, who is known as the third vice president of the

Berrada, Casey, Davis, Miley, Sutton 3

United States in (1801-1805). JP Morgan Chase that has gone by many different names, merged

with different companies, and passed down throughout many generations before officially

becoming what it is today. Now it has spread to other areas of the country, and world with a

variety of different names (Business insights 2018).

J.P Morgan is currently the successor and parent organization for other firms, such as J.P.

Morgan & Co. Each firm has participated in a role of innovating the growth and finances of the

U.S. This would include Chase Manhattan Bank, Chemical Bank, First Chicago Bank, etc. The

JP Morgan Chase headquarters is still currently located in New York, New York, and recognized

for being one of the largest, oldest, and best known financial institutions in the world. (Business

insights 2018)They are ranked as number one in the U.S., followed by Bank of America

Corporation, and Citigroup Inc.(statista 2018). In addition, J.P Morgan Chase is a leader in

financial and banking services, for both the consumers and the corporation. Therefore, consumer

operations in Chase have accomplished and exceeded in having over 8,500 ATMs, 3,000 bank

branches, and 270 mortgage offices.

Company Financials

The revenue of JP Morgan Chase in 2017 was $94.3 billion dollars which is a big

increase from 2016 when it was $90.3 billion and currently has a revenue of 106.5 billion dollars

for this year. As of February 2018, JP Morgan Chase & Co is ranked number one for total assets

with $2.53 trillion dollars. For the past couple of years, the revenue of JP Morgan Chase has

been increasing. The net income has been relatively similar over the last 3 years (2015-2017)

averaging at about $24 billion dollars. JP Morgan Chase is also planning on investing $20

million dollars of its own money towards a $500 million dollar worldwide plan in greater Paris.

This area of Paris is known for it homelessness, high unemployment, and for being an unsafe

area to live in.“The money will go toward apprenticeship programs for young people, job

Berrada, Casey, Davis, Miley, Sutton 4

retraining programs for older adults, and small business development” (Feloni). Chase is

growing, but is also making sure to invest in things greater than itself by giving back to

communities in need.

This chart also shows the percentage of change at JP Morgan Chase over the span of a year.

Berrada, Casey, Davis, Miley, Sutton 5

Company Financials/Income Statement

Internal Analysis

J.P. Morgan Chase is very popular for their internal factors that are performed within

their corporation. One of their major factors, is having suppliers that they can depend on, and be

able to deliver their resources when it is necessary. This can prevent the company from possibly

creating supply chain bottlenecks. Bottlenecks, is basically having a minimum of the capacity

resources, and when you do not have enough of these resources, it can cause the company to fail

in revenue, and overall the company itself. Another internal factor is that they aim to have the

highest level of customer satisfaction, which can lead to attracting more clients towards their

company. After they have successfully accomplished this goal, their company will continuously

remain on top.

Currently, J.P Morgan Chase is leaving it’s customers highly satisfied, presenting a good

brand of equity, and a form of value for the future customers looking to bank with them. Not

only is J.P. Morgan Chase always striving for the best, they also have a dedicated and hard

working department of employees. These employees tend to handle their customer relations on a

daily basis. In addition, they are using product innovation to improve their service for their

employees, that way it is more convenient when getting work done, and assisting customers.