case studies

Financial services

Process Dashboard

Client
A Major Retail Bank
Sector
Financial services

Project description

A major UK Retail Bank had launched the use of Process Owner Teams (POTS) as the key element in managing end-to-end processes, the delivery of a more customer focused approach and as a driver for the elimination of re-work.

Process performance information is a core requirement for the POTS in delivering effective process management.

The Lending POTS sponsored this project to develop and introduce ‘end to end’ process performance measurement.

The measurement was to build upon tools and process measurement systems previously implemented, including Six Sigma (6σ) and Activity Based Management.

The purpose of this assignment by ItemPlus Consulting was to provide external support in respect of a programme of Process Mapping and Measurement for Lending.

This involved:

  • Developing a process measurement methodology, which blends together the benefits of Six Sigma and Activity Based Management in practice, which can be utilised group wide.
  • Undertaking the necessary mapping and measurement of lending processes to create the first measurement programme and prove the validity and the power of the methodology developed.

Outcome

ItemPlus presented the first dashboard output following the Measurement to the Lending Process Owner Team.

This was Enthusiastically embraced by the POT and is to be extended to other teams.