The Challenge
The client had been through a period of rapid growth that had stretched its business procedures to the point that processing the volume of new loans was becoming unmanageable. A number of projects were going to be required to make changes to handle the growth, but first a better understanding of the current business procedures was required before the objectives for the projects could be set.
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How EQuest Consulting Met the Challenge
EQuest Consulting met with all areas of the organisation to understand all the workflows that existed in running their business. These were documented as process maps across the entire business. The process maps were reviewed in workshops with the client’s management to ensure that they were correct and that everyone had the same detailed understanding of how the business operated.
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The Benefits
The client’s management had a common view of how their entire business operated. This enabled them to collectively decide what changes were most important. These changes included restructuring, recruiting staff to alleviate bottlenecks, streamlining procedures and automating several manual procedures. Going forward this common view would pay dividends for the projects delivering the changes, by eliminating misunderstandings and turf disputes that could otherwise occur.
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