Defining real clients expectations, establishing processes capable of satisfying them, and applying this success recipe to all processes are the keys to delivering a level of service that pleases the customer. Discover how Lean transformed a large bank's back office.
Training 2000 back office employees in Lean management generated 42 million euros of savings in 6 years
Context and implementation
In 2006, a large banking group decided to launch a Lean transformation in one of its new subsidiaries, with 15,000 people spread out over 800 sites. The project began with the bank’s back office.
In 6 years, 200 successful Lean projects took place in the in back office, IT, HR and other departments.
- The continuous improvement program involved 2000 employees, who were trained in applying the Lean method to their respective contexts.
- 12 Lean project leaders received intensive Lean training and became autonomous change agents
- 7 of these project leaders became Lean coaches, and are now able to train new Lean project leaders.
- Finally, 3 of the 7 became leaders of the Lean program.
Customer satisfaction and productivity results
Economic gains achieved in 6 years
Quality and stocks results
