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PRODUCTIVITY ENHANCEMENTS
ENGAGEMENT SUMMARY

Client:
Consumer bank

Engagement:
As a result of an acquisition, the Client Inquiry department experienced a substantial increase in requests and slipped to a six-day “time-to-solve” turnaround. The bank had instituted a three-day turnaround target, responding to the bank’s clients. As he was prohibited from adding to staff, the manager of the department needed to improve individual and team productivity.

Deliverable:
We performed a detailed workflow analysis, carefully examining handoffs between staff members, response times from external support areas and all operational procedures. In addition, we reviewed the team structure and interviewed all team members and its management.

Our analysis pinpointed necessary procedural and staff changes. We recommended specific adjustments to the approvals process and identified underutilized software features. We presented a written analysis and recommendations to the director and all recommendations were accepted and implemented as proposed.

Result:
The Client Inquiry department improved its “time-to-solve” turnaround measure for each of the subsequent three quarters, reaching its three-day goal before the end of that year. This was accomplished while reducing staff total by 20%.


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