Cloud platforms enable companies to offer enhanced digital experiences to users without needing to invest in on-premises technology, according to experts from Wharton and SAP. In the average big bank, many small groups perform separate reconciliations, “using different technologies, processes and standards.” That can lead to mistakes. Process … Lean Six Sigma can also bring about significant results and breakthrough improvements in financial services, as demonstrated with four case studies from Dutch multinational insurance … This process of transferring operations is not only technical. Mainly used in the automotive industry, … Lean is an improvement and problem solving methodology that strives to reduce or eliminate activities that don’t add value to the customer. Most major banks around the world have already begun to implement lean principles as follows: The implementation of this approach in banks is also expressed by performing customer segmentation and mapping the value offered in each segment. Our most recent activity has been to help … Another key principle of lean is to focus on what’s important, what matters to the customer, what delivers value, says Christophe Duthoit, a BCG senior partner who manages lean programs for financial services. For the process to succeed, the business, operating and human elements involved must work together perfectly. Typically, everyone agrees it’s great for manufacturing, and then denies it could work in their business. “Very often, employees get ideas about what’s important to the customer based on limited knowledge or an incomplete understanding of customer needs,” says Duthoit. As an example, lean thinking could be applied to investment operations to streamline processes and speed up decision-making, notes Terwiesch. Analysis of the bank’s customer population according to the defined segments and analysis of the “typical” customer in each segment. This will need to be backed up with all the required resources and support to ensure its successful completion. The implementation of such a wide-scale process undoubtedly constitutes an enormous challenge. “With lean, you can standardize, you can homogenize, you can roll up uniform processes and significantly cut exposure,” says Goyal. “It’s incredibly important to do. Sign up for the weekly Knowledge@Wharton e-mail newsletter, offering business leaders cutting-edge research and ideas from Wharton faculty and other experts. As systems grow more efficient, warns Eric Clemons, a Wharton professor of operations and information management, quality control and risk management must improve along with them. “Employees are more likely to resist new approaches if they don’t understand how they can help improve the process overall or how their effort adds value,” he explains. Like any major improvement effort, lean is not risk-free. But going lean would not be a good way to run a fire department, Terwiesch says. By standardizing processes and empowering front-line people, managers can cut out a lot of that risk. This lack of coordination can be costly, particularly when allowed to continue long-term. The operating component involves establishing the management team, implementing management routines, formulating a deployment plan, work plans, tracking and control.The human component focuses on transparency, routine communication of successes, matching human resources to operations, establishing centers with quality spearheading forces and including employees in the process right from the early stages. You know what to eat, I know what to eat, it’s not that hard to know,” Terwiesch says. The business component includes logical formation of the approach and the operating model. Building the infrastructure to support the process is complex and involves many channels: The organizational effort required to build an infrastructure in line with the work plan, as well as allocating resources and synchronizing individual elements demands good overall management of the process. This has had an impact on branch formats, with opening hours being adjusted to customer needs and operating centers being established, to reduce the workforce in branches and focus on core operations. All materials copyright of the Wharton School of the University of Pennsylvania. Almost everything else should be cut. Formulate means of instruction and training for all branches and centers: concentrated training for employees / implementation teams in branches and centers, etc. This article examines how this method has been implemented at one of Israel’s leading banks. The results of lean initiatives can be dramatic: Given this potential, why hasn’t lean made more inroads in the financial services industry? Christian Terwiesch, a professor of operations and information management at Wharton, argues that human nature blocks progress. “Lean is one of the very effective ways to actually mitigate operational risk, much of which arises from errors at the front line,” he notes. We cannot stress enough the importance of the communication channels and the management of change which accompanies this step, both in presenting the change and twice in giving the correct messages which reflect the lean approach to customers and bank employees alike. Decidedly out of their comfort zones, these companies are under pressure to develop and maintain comprehensive organizational processes, involving substantial changes to the way in which services are provided, a deeper understanding of how service value is perceived by customers and a closer focus on exactly how these services can be maximized to increase this value for both the customer and the company. Lower costs and fewer errors are just the beginning. In a Lean service enterprise, processes are customer-centric, services flow smoothly, and employees work together toward operational excellence. By Dikla Goldenbaum-Gaber, Director, Tefen IsraelRoy Rizenbach, Project Manager, Tefen Israel, The Lean Evolution: From Factory Floor to Service Centers - and Beyond/ WhartonBringing ‘Lean’ Principles to Service Industries | Published: October 22, 2007 | Author: Julia HannaLean Financial Services - Cutting Costs While Reducing Risks | Published : November 11, 2009 in Knowledge@Wharton Adopting Lean and Six Sigma for operational excellence in Services | Published: March, 2010 | Author: Coxswain AllianceExtending the Lean Enterprise | Published: February, 2008 | Author: Aberdeen Group, Tefen USA, 401 Park Avenue South, 10th Floor, Suite 912, New York, NY 10016, An AI Robot in the Service of the Stock Market, The Secret That Reduces Business Complexity, Capacity and Resource Management for a Financial Institution, I agree to receive marketing materials and newsletters from Tefen, Implementing the Lean Approach in a Financial Organization, Improving customer experience by strengthening the interface for the customer in all channels, Improving services and products and adapting them to customer needs. Update work plans and direct resources to where they are needed (recruiting more if necessary), Detailed characterization of work processes –, Inspect and analyze processes and topics transferred to centers and define optimal work process. Analysts using a lean approach in one investment bank reportedly gained 20%-30% in analyst productivity – and a 60% reduction in cycle time — by redefining credit processes. The benefits of applying lean methodology to … One of its core principles and a key part of process optimization is to minimize variability, which reduces errors and improves quality. The basic philosophy doesn’t really change.”. Lean Technique #4 KANBAN. Profits are maximized by concentrating on products and services which are valuable to the customer and costs are minimized by eliminating “waste” in the process and reducing operations which do not add val… This version of the Lean Six Sigma Black Belt course is a financial services version, focusing on process improvement on service-oriented processes found in financial industries, including facility insurance, … According to Johan Reunis, Competence Center Manager Controlling & Reporting at TriFinance, the lean methodology is perfectly applicable in finance, and it should be much broader implemented. Define training content for branches and centers, Reduce the physical size of branches and locate areas for new joint centers, Establish a body responsible for management, lead and control of progress, Establish a steering committee for key decisions, to include senior managers from all bodies, businesses and operating areas involved, Define a detailed work plan for implementation, management routines, control and escalation of progress, Allocate a body responsible for each mixed unit, Define areas of responsibility, functions and level of contribution required of each party involved. All large transformations start with small success stories. The diagram below shows the various stages of the lean approach: We begin this stage with customer segmentation. Value to the customer 2. Lean is a customer-centric methodology used to continuously improve any process through the elimination of waste in everything you do; it is based on the ideas of “Continuous Incremental Improvement” and “Respect for People.” But those attitudes are slowly changing. In addition to operating importance, this plan clarifies and presents the bank management’s commitment to the wider process. “You can’t just say, ‘Let’s run this exercise and we’ll worry about the people dimension later,'” notes Duthoit. This article, part of a special report from Knowledge@Wharton and The Boston Consulting Group (BCG) on applying lean concepts to service industries, explores why the industry is dragging its feet, and shows what banks can achieve when they go lean. The methodology is based on five basic principles Proper implementation of the methodology enables the organization to achieve constant longterm improvement. Notes Terwiesch: “They’ll say, `Well, lean doesn’t apply to me. In reality, customer satisfaction is measured in those “moments of truth” when the customer needs bank services. “Imagine you’re running a travel office,” says Terwiesch. '”, Part of the reluctance may have to do with lean’s shop-floor origins. Below are Lean Six Sigma success stories in the Financial Services industry organized alphabetically. As a result of the 2008 economic crisis, most financial bodies made significant emergency cutbacks in order to keep afloat during turbulent times. Lean thinking is nothing new, of course, but BCG consultants say more banks have talked about it than tried it. Banks that take on successful lean programs often see a 15% to 25% improvement in efficiency, BCG experts say. As more banks discover the benefits of lean operations — such as lower costs, fewer errors, faster cycle times and far greater efficiency — wide-scale adoption by the industry is just a matter of time. For example, in cash reconciliations: “You’re basically taking two entries, trying to compare them, and lowering the bank’s exposure if there’s a mismatch,” Goyal says. Rule 2: Every customer-supplier connection must be direct, and there must be an unambiguous yes or … According to a recent survey, 17% of the organizations which have implemented this methodology over the past few years are service organizations.The potential of this method for process-oriented organizations, such as financial institutes, is enormous. • Implemented LEAN methodology, resulting in reduction of 30 FTEs • Member of Retirement Plan Services Operating Committee • Led implementation of new IVR system, resulting in $1.1M savings But there’s a second stage of opportunity in higher-level processes, such as those that touch the customer in branches or the front-office. It is a methodology that focuses on lean management. In particular, automatic systems must be watched closely to ensure that they don’t exacerbate a difficult market by, say, withdrawing credit at the wrong time. Some executives may equate lean to dumbing down a job. I think the same is true for lean.” Old habits are hard to break. It’s just the $50,000 a year underwriter, the simple banker in the branch office who should do lean. Add to this the banker’s satisfaction and the message the customer receives from that banker. The best way to begin a lean program is to map an entire end-to-end process, then look for ways to streamline it. This reality check has left companies facing harsh challenges, such as reduced profit margins, accelerated competition and greater consumer awareness. The challenge of using lean in a service business is that the customer is much more closely connected to what’s being produced. “I can’t help but see a pattern here,” he says. It transforms the way employees view their work by encouraging them to continually think about ways to improve it, notes Bartletta. Otherwise, lean just becomes a project and a one-time event, and the costs and the risks will creep back in a few years.”, Lean does have its limits. Others mistakenly think lean requires standardizing every part of a process. It is a processing factory, and there’s a lot of waste. Although the Lean methodology got its start in manufacturing, today it is widely used across the globe in every sector including logistics and distribution, services, retail, healthcare, … U.S. President-elect Joe Biden’s promise to forgive student debt might have the unintended consequence of worsening economic inequality, according to new research co-authored by Wharton’s Sylvain Catherine. A lean audit of one North American asset manager uncovered ways to make product pricing 12%-20% more efficient by carefully identifying and eliminating non-value added activities. The rest was frittered away on such unproductive activities as processing loans that were unlikely to be accepted by customers because the bank had taken too long to respond, or processing loans that should have been rejected because the applicant’s credit status was obviously too low, and trying – repeatedly but unsuccessfully — to reach customers on the telephone. While the basic idea of lean is familiar to many financial executives, getting them to follow through is another matter. According to an updated survey conducted among managers of U.S. banks and financial organizations, 43% of the respondents thought that bank managers should devote the next two years to initiatives for improving operational efficiency, reducing costs and inspecting their operative and organizational model. A commercial bank receives many loan applications, and these application forms are submitted to the consumer loans department. This should support the bank’s core operations, namely sales and customer service, with a view to maintain the bank’s profit goals and reaching a state of constant streamlining. Lean is a managerial approach which inspects processes, services and products according to their value from the customer’s perspective. Just as manufacturers that work on a lean, zero-inventory basis must have assurances from suppliers that their parts will have zero defects, banks with lean operations must put in place strict quality controls, Clemons says. Many banks that have applied lean to back-office processing have reached a steady state followed by diminishing returns. Terwiesch, in his recent operations textbook (Matching Supply with Demand, Gerard Cachon, Christian Terwiesch, McGraw-Hill 2008), notes that at one major consumer bank only 40% of the labor that went into loan underwriting added any value. Parallel to defining work packages for removal of processes from the branches, a deployment plan needs to be developed to ensure that these processes are delegated to the correct centers. For many banks, the first item on the lean agenda may be to increase the value and productivity of a merger or an acquisition. In effect, the customer is often the object moving through a service process, and that complicates matters immensely. This kind of creative thinking often exposes a great deal of waste. At Acclino we understand that Six Sigma and Lean Six Sigma (LSS) have a long history dating back to the 1990’s in the financial services … To deliver its value, the application of Lean Manufacturing to Financial Services focuses on: 1. How Student Loan Forgiveness Could Increase Inequality, Why Diverse Boards Can Help Close the Wealth Gap, How Cloud Platforms Can Enhance Digital Experiences. Courage is required to break away from traditional paradigms, conceptions and clearly defined responsibilities are essential to ensure that the new “products” are developed correctly. “We focused on demonstrating the value of Lean Six Sigma techniques – showcasing how it could deliver process efficiency and an improved customer experience. The objective of a lean banking approach is to identify areas of waste and inefficiency within your organization and then apply proven methodologies to generate solutions. The first indicator is subjective. In fact, lean for manufacturing and lean for finance are not all that different, says Deepak Goyal, a partner in BCG’s New York office. You come home, you’re tired from work, and you have a beer. We call it Non … Most service companies tend to be in denial that lean applies to their industry, Terwiesch says. The following diagram summarizes the benefits which an organization can expect to reap after implementing the lean approach: The decision to implement the lean approach at your bank is a significant strategic step. One of the leading approaches employed by Tefen is based on “lean“ principles. Tefen has led and managed many similar projects and has the experience and ability to implement large-scale projects in any organization which embraces the necessity of carrying out such a move. For instance, the lean principle of engaging employees in problem-solving means that workers involved in a process must be asked how it might be simplified or improved. Correct formulation of these messages, both internally and externally, contributes significantly to the success of the process. “They’re not just there to punch the clock and do what they’re told.” He warns not to overlook this need for change management. It takes time to build all the infrastructure required. Financial services businesses can improve by elevating their quality of service, reducing cycle times, improving productivity, reducing waste and eliminating rework. Any work-in-process that is in excess of what is required to produce for the customer – … Nevertheless, to reap rewards from the process, even at the early stages, specific work packages for short term realization should be defined. Analysis of customer needs for each segment, including product, means of approach, manner of providing service etc. Integrating Lean Six Sigma in Financial Services. Banks that take on successful lean programs … In some cases, process inspection can lead to the entire process being removed. It is therefore important to clarify the factors influencing these channels and to review the situation with every central operation performed. The success of such a wide-ranging process will be measured by means of two main indicators – customer satisfaction and the quantity of resources saved. For process-oriented industries such as financial services, lean holds enormous potential. Because there were so many … Still, many executives in those areas continue to deny that lean can improve their productivity. But it doesn’t, Duthoit says. John W. Rogers Jr., founder of Ariel Investments, talks with Wharton’s Stephanie Creary about his lifelong effort to get more people of color into boardrooms and key leadership roles. Get Knowledge@Wharton delivered to your inbox every week. People exposed to lean thinking are trained to see and remove these wasteful practices, he says. “Managing change and people’s behaviors is a continuous process that must be addressed from day one,” he adds. But understanding what customers value isn’t always easy, he notes, especially when functional silos isolate employees from the front line or the marketplace. Managers may see this as slowing down the lean effort, but ultimately it can simplify their task and improve the eventual outcome. You should also be aware that it will take courage to make what may be substantial changes for your organization, particularly in relation to its core sectors. Often, lean thinking helps give executives a broader perspective on a process, making it easier to see possibilities for improvements than a more silo-bound view traditionally did. I am special. Although implementing lean begins as an operations issue, it quickly becomes a change management exercise that requires companies to deal with workers in new, unfamiliar ways. Not only can they profit from lower costs and error rates, successful implementation of the lean approach can bring a 15%-25% improvement in efficiency and a 30%-60% increase in Cycle time. However, you also want to heavily involve front-line workers and encourage them to share their ideas. Rule 1: All work shall be highly specified as to content, sequence, timing, and outcome. Standardization can also reduce errors. Becoming lean involves eliminating the “seven deadly sins” of waste in a process — overproduction, waiting, poor transportation/logistics, over-processing, sub-optimal inventory control, rework, and unneeded movement. Maintain lean principles to create efficient and streamlined processes in branches and centers. For process-oriented industries such as financial services, lean holds enormous potential. Proper implementation of the methodology enables the organization to achieve constant longterm improvement. “You’re much more likely to be successful carving up and defining specific processes with a beginning point and an endpoint,” says Simon Bartletta, a partner in BCG’s Boston office. But old habits often die hard, and slowly. You want to let them know that it’s okay for them to speak up, and that they should drive the definition, testing and validation of the new process.”, Done right, lean isn’t a one-off project but instead a pervasive approach to operations that brings lasting cultural change. “But you don’t eat it. This involves: We then need to define an operating model. In a system with no slack, a single defect in one item can easily snowball into a much larger problem. In this Blog… we look at the impact that Lean Six Sigma can have across the financial services industry. In detail, this schedule defines the pace of terminating branch processes and moving employees to the centers. Far more common is an attempt to cut costs without undertaking an actual lean program. Starting on … Improve earnings by transforming the entire financial services operation. “A change … We will also teach you the art of process … An international commercial bank discovered the potential for 30% more efficiency in processing customer transactions – while improving customer satisfaction through more differentiated service. “It’s more about getting smarter about what you do.”. Tefen > Insights > Industries > Financial Services > Implementing the Lean Approach in a Financial Organization. “The organization needs to share a common goal and set of expectations of value that the lean program will deliver, and have the executive commitment and appropriate governance to enable its success. For example: technologically oriented as too personal relations / VIP etc. Lean thinking may also be moving up the value chain in finance, as it has in other service industries. The operations to be removed from the branches must be clearly defined and their value in the eyes of the customers understood. Reduce … Lean tools and techniques can improve the customer experience by reducing unnecessary activities such as the number of call transfers and unnecessary IT processes, whilst also providing solutions to cut … “But the execution — getting to success — is complex.” One reason: “It’s a people process, and it requires a big change in the culture and in the way you manage activities.”. In the banking industry, lean can be applied to bank-office operations to standardize processes, reduce operational risk, and give more power to the front-line. “It’s like your diet. Think more like a race-car pit crew, and process speed can improve dramatically. “People are revisiting those partially integrated units, looking for next-generation synergies in operating models and work processes,” says Bartletta. Waste begins to disappear. “You might say it’s totally inefficient that these guys are getting paid to sit in the station 80% of the time. “Lean works best as a balanced top-down and bottom-up effort,” he explains. If one were to track the trail the forms go through, it would probably start from a bank officer’s desk, then go up or down the elevator to every floor level until it reached the department for processing and approval, finally returning to the front office where a loan … This includes interfaces to the branches, data system requirements, process controls, indicators etc. Order to keep afloat during turbulent times % possible greater consumer awareness requires creative thinking often exposes great. And significance requires a powerful method of application have reached a steady state followed by diminishing returns the. Some cases, process controls, indicators etc is based on “ lean “ principles defines. 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