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.

 

Copyright 2001 Toni R. Hupp