Situation

Southeast Super Regional Bank with multiple processing centers was looking to implement best practices and enhance profitability through implementation of staffing models.

Driver Goal

Improve overall quality by 15%

Improve research turnaround by 50%

Reduce overall cost by 10%

Actions Taken

In order to achieve the results the following actions were taken:

·         Value analysis performed on key activities at multiple locations

·         Cross functional teams were utilized to streamline processes and improve work flow

·         Reasonable standards were developed for key activities

·         Workforce management tools were developed and installed to allow for ongoing management of staff and service levels

Results

·         Cost reduction of 12%

·         Research turnaround of 45%

·         Overall quality improvement of 18%