Banking: Transaction Services
The Challenge
To work with the function’s employees to boost performance by 25%, reduce customer complaints and increase the effectiveness of its managers. UEP’s Expert Practitioners were also tasked with training and coaching the bank’s group and local level Lean practitioners to increase their skills and knowledge by 10% as part of an overall objective to build in-house capability.
The Results
- A 52% overall increase in performance, releasing a similar amount of function capacity for core processing activities
- Productivity uplifts ranging from 127% to 270% in application processing
- Time taken from receiving application to customer response cut from 6 to 3 days
- An 18% reduction in customer complaints, and corresponding increase in customer satisfaction, liberating additional time for core processing activities
- An increase in manager time spent adding value from 16% to 60%
Click here to discover more about the work done by UEP
