Looking for Cycle Time Reduction and CSC improvements for a Bank Loan Process
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- September 22, 2014 at 9:19 am #54847
Theoretical scenario and the best practice
1) Loan application process for commercial clients
Agent 1 Reviews and vets application -> Agent 2 Preps document and vets and sends to client
Agent 1 is on team 1, agent 2 is on team 2
Team 1 is structured in a regional setup where all region 1 work go to region 1 team, region 2 go to region 2 team. All actual work is identical between the teams, only difference is received volume is routed to the different teams based on region.
All work completed in team 1 no matter what region, gets routed to team 2’s pool.
Team 2 works a pool concept where they all just pick the most urgent file and work on it without discriminating against region.
Best practice for this type of scenario is Pool to Pool concept? What if we cant get team 1 to a pool concept, would segregrating team 2 into region pods align to this best practice that pool -> pool works best? Potentially would look like 5 pods in team 1 and 5 corresponding doc prep pods in team 2?
End goal is cycle time reduction and CSC improvements0
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