The new shareholder of a consumer credit company proposed a really ambitious industrial plan consisting of reducing operational costs by 100 million € and multiplying profitability by 4 in 3 years. The company chose to deploy lean within their core business process to ensure high return on investment in a very short period of time.

The pilot project was led by 1 Operae coach who also trained 2 project leaders, 1 team leader and 10 operators.

Problem solving was performed on 3 axes:

Quality:

• Facilitate the credit approval process to avoid the “stop and go” phenomenon
• Improve the quality and completeness of incoming credit dossiers

Lead Time :

• Organization of the stock based on the age of dossiers
• Problem solving on pending files

Productivity:

• Standardization of the file handling process and training of the agents
• Agent workload leveling