Financial Services Case Studies
Credit Union: Improving Branch Capacity Using Workforce Management
This leading credit union values member service above all else—and that means having the appropriate staffing levels to satisfy its members' financial transaction needs. As a result, they staffed branches to ensure needs were met at peak-volume times; however, they didn’t reduce staffing levels enough during low-volume periods. To better manage capacity, they needed to gain a better understanding of actual branch traffic patterns.
Banking: Applying Lean Six Sigma for Overall Company Improvement
A major Canadian financial institution had attempted to implement Six Sigma practices in the past with limited success. Because previous process improvement efforts did not “stick,” employees were skeptical about how successful a consulting firm could be in helping the leadership team change culture and lead transformation activities to simultaneously eliminate waste, improve service, reduce errors, and reduce costs.
Credit Union: Applying Lean Six Sigma in Credit Unions
Randolph-Brooks Federal Credit Union was challenged by process complexity and inefficiencies. Opportunities for improvement were providing a live response to at least 90 percent of all incoming calls within 30 seconds, resolving customer calls within 150 seconds, improving IT help desk workflow, and generally making operations more efficient and responsive.
Lockbox Operation: Using “Staffing and Capacity Modeling” to Effectively Schedule Staffing Resources
A payment processing company was experiencing significant volume fluctuations by day-of-week, and time-of-day, yet did not have a way to analyze and adjust staffing needs to maximize efficiency and cost. As the company acquired new customers and engagements, it needed to effectively estimate operating costs to remain profitable.
Credit Cards: Improving Sales Effectiveness with Lean Six Sigma and Voice of the Customer
An account that is pre-approved by the institution, but not used by its customers, represents a lost opportunity to do business with a good customer. See how Guidon helped an institution find out why customers were not taking advantage of their pre-approvals – and how the institution provided the value proposition to do so.
Fraud Review: Developing an Integrated Fraud Claim System Using Lean Six Sigma
The processing of fraud/forgery claims for Regulation E (electronic transactions) and checking/savings accounts were merging into one operational site. Find out how Guidon helped retail management create a standard workflow, document system requirements for an integrated claims process, reduce the cycle time in the claims process and design a combined Fraud Claim System.
Funding Approval Process: Streamlining the Funding Approval Process Using Lean Six Sigma
A firm was struggling to obtain timely funding of major technology initiatives across its various lines of business, resulting in significant delays in the delivery of projects. Using Lean Sigma, Guidon helped the firm’s financial controller solve the problem.
Lending: Using Lean Six Sigma to Redesign a Commercial Lending Operations Process
Guidon consultants helped the commercial operations of a top five Canadian bank, with more than $350 billion in assets, use Lean Sigma to improve its loan delivery process and transform the culture to one of continuous improvement.
NE IP Financial: Redesigning Workflow With LeanSigma
A regional item processing business unit was consolidating three sites into one and had been tasked with achieving significant operational improvements in productivity, error and defect reduction, capital expense and capacity to accept additional volume.
State Tax Processing: Lean Six Sigma 3P Methodology Streamlines Tax Return Processing
See how Guidon helped an organization meet higher quality requirements and reduce operating costs by 20 percent in order to maintain profitability.
Wholesale Lockbox: Improving Quality and Productivity While Undergoing Cultural Transformation in a Lockbox Operation
After overcoming difficulties faced in the prior year, this wholesale lockbox site turned to Guidon to help reduce its operating costs by 50 percent without negatively impacting quality. Additionally, the site needed to improve accountability of performance for its frontline associates and supervisors.
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