Case Studies
Case Study #2
- Sector: Services
- Industry: Banking
- Solution: Performance Improvement and Competitive Advantage
Client Business Challenges
- Slow growth compared to local competition
- Poor communication between business functions and management layers
- Unclear business structure, weak chain-of-command
- Lack of standardized procedures causing inconsistent customer service
- Conflicting goals and priorities across the organization
- Workers had not been trained to provide consistent service
- Poor productivity
- Disgruntled employees
Childress Consulting Solutions
- Completed organizational assessment to determine critical business issues
- Established organizational reporting structure and formal chain of command
- Developed organizational strategic plan and departmental strategies to define key results areas and common goals across the organization.
- Mapped client processes and developed "lean" loan procedures from first customer contact to loan disbursement
- Trained all supervisors and administrative staff on "High Performance Management System" and "Leading High Performance Teams"
- Implemented performance measurement and accountability system for each department
- Initiated project to complete written procedures in each department and make them accessible to employees at their work stations
- Initiated process with each supervisor to develop teambuilding activities with each of their work groups
- Implemented "Employee Performance Management Process" with Human Resources Department
- Developed and implemented formal succession plan for all management positions
- Developed and implemented a "Pay for Performance" system for all employees
- Developed and implemented a "career ladder" for employee advancement and promotion
Results
- Net loans increased by more than 25% in 8 months
- Loan quality improved, delinquencies cut in half
- Loan process reduced from taking several days down to less than 1 day
- Number of transactions per Teller increased, balancing errors virtually eliminated
- Now have a much stronger, results-oriented management team focused on common strategic objectives
- Employee morale significantly improved (as measured by employee opinion survey)