Lean Six Sigma for Banking & Services

Lean Six Sigma 

Do We really need Lean?

Let's look at an example of a client’s journey to withdraw money at XYZ bank

Let's look at an example of a client’s journey to get a loan at XYZ bank

Could this be an accurate representation of a client’s &  the loan application's journey at XYZ bank?

Waste - DOTWIMP

Defects: Incorrect /missing data or information, data corrections...

Overproduction: Too many reports produced. Information sent automatically even when not required

Transportations: Moving documents around offices/ departments, Multiple hand-offs…

Waiting: Customers waiting to be served, System downtime, approvers waiting for application-forms to be delivered in batches…

Inventory: Files and documents waiting to be processed, change notices, Excess promotional material sent to the market, and the worst type: Customers Waiting to Be Served…

Motion: Looking for data and information, movement of people to and from filing, fax and Xerox machines

Processing: Irrelevant info required, too many boxes on the forms, same data entered in more than one form, too many approvals…

The Nature of Change

Reasons for Account Opening Application Errors

The Lean 6 Sigma Methodology

SIPOC Example 3