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Unprecedented
Productivity Improvement
in Mortgage Processing
Delivered over a
period of eight months this process
transformation intervention resulted in a
productivity increase of approximately 600% with
little investment in IT changes.
This single site
process included eight layers of people from
processor to operations manager. The high
volume-processing site also had a call centre
that took customer calls and a second small call
centre to screen internal queries. The total
processing population was broken down into four
teams with up to fifty FTE per team to include
team leaders and not managers.
This process was
governed by standardisation of work or for the
six-sigma community a reduction in variation.
Batch activity also governed the system.
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