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 & Associates 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)