example case study here -need to get to the meat quickly

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the house that hid in the bottom of an in-tray.

A simple flaw in the process that led to countless angry customers and a backlog, despite having enough processing resource

The issue: A number mortgage applications were taking far too long to process, leading to complaints and frustration from the sales teams and the customers

The cause: Each day new applications were placed in the intray of admin officers. If the previous day's applications were not cleared, then the applications could stay at the bottom of the pile for weeks (in the worst cases) even though demand only slightly exceeded resource.

The solution: An apparently simple capacity management tool was developed and implemented with the client team, giving visibility to all case ages and backlogs. Once the root cause was understood, managing capacity ensured that service level agreeements were not longer routinely breached.

The impact: Solving this problem demonstrated to the organisation that simple but high– impact problems had lived within the organisation for some time without being effectively challenged. This was the point at which the organisation decided to engage outside help to build the internal capability to tackle these types of problems. Recognise these issues? Call us to see if we could help you and your organisation.