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Quick Glance Transformation Plan – Retail Banking Sector

The Opportunity

Our client, a well-known brand based in the Republic of Ireland (taken into government protection in 2010), partnered with ChangeWise (in parallel with a Big 5 consultancy), to deliver a transformation plan ready for a return to public ownership.

Key Improvements

The focus was centred around applying Lean techniques to improve the customer service processing activities (circa 1000 staff and 90 teams), through target operating model design, implementing ways of working (WoW), operational excellence techniques and process improvement.

Photo by kalei peek on Unsplash

The Outcome

This created exceptional customer service, best-in-class operations, reduced cost-to-serve and improved profitability enabled by a continuous improvement culture. The review also delivered:

  • 26% improvement in productivity
  • 20% reduction in direct costs realised as 114 FTE released
  • 300% gain in mortgage applications that were right-first-time

Interested in looking at how Lean can help your organisation drive productivity whilst reducing cost? Contact us at and let’s talk about how we can help.

ChangeWise believes employee engagement is the foundation for successful Change. Training and coaching your people to use simple continuous improvement techniques will enable your organisation to continuously adapt and stay ahead in a constantly changing and challenging environment.

For updates and interesting Lean Change insights, connect with us on LinkedIn.

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