Company: Major UK Bank Customer Services department.

Project Duration: 3 months

Objectives:

• To convert their written procedures to Process Expert Professional processes.
• To identify inefficiencies through the mapping process
• To create a Process model for Customer Enquiries.

The Process Expert Professional software was introduced to the department and several key members were sent on the one day training scheme required to use the software proficiently. The knowledge required then cascaded down throughout the department, allowing everyone to make full use of Process Expert Professional. They were then able to turn the departments written procedures into process maps. Once the process maps were all completed, the user was then able to clearly identify the inefficient processes/actions. After the inefficiencies had been identified then more advanced Process Expert Professional user was able to create alternative versions to devise a more effective process.

A process model was created through Process Expert Professional which showed exactly how to handle customer enquiries, including an approximate time scale. This meant that all enquiries were answered and the same standards were used throughout the whole department, giving a higher level of continuity.

• The department identified significant improvements by mapping out their written processes that had been in place only twelve months, following successful ISO9001:2000 registration.
• Improvements resulted in 35 procedures being reduced to 17 processes.
• The department is now able to re-deploy resources into the areas that require them and is able to provide better service to its customers (internal and external).
• Overall, Process Expert Professional has proved a catalyst for Process Improvement and is now being used extensively by this part of the bank for process re-engineering.