Organizational Design: Improving Customer Focus by Eliminating Barriers
Note: Key identity descriptors have been changed to protect client confidentiality.
Consulted with a large financial services organization to streamline its loan-servicing process resulting in more responsive customer service, faster processing, and renewed employee initiative.
Previously, the organization had suffered from a fragmented, convoluted loan-servicing process. Operations and sales/syndications worked at cross-purposes. Checkers checked checkers and employees in one function guarded information from employees in other functions.
Facilitated a series of large-scale redesign conferences involving 100+ stakeholders from across the organization to redesign the workflow and restructure departments. As a result, the conferences produced design specifications that the stakeholders supported. This resulted in a leaner servicing process, a less-fragmented organization, and rejuvenated employee commitment.
