CASE STUDY Situation – Streamlining Mortgage Operations through Knowledge Work Standardization The recession and the regulatory issues were now in the past. For decades the bank had been the dominant home loan originator in its regional market. But significant cost cutting was needed to trim back staffing growth from new mortgage compliance guidelines. And the growing “online mortgage lenders vs. banks” battle created the need to increase knowledge worker productivity while achieving this cost reduction. The internal operations consulting team had succeeded in applying lean banking improvement techniques for small-scale initiatives. However, they struggled with end- to-end process improvement. After a year of effort, they still had not fully documented the loan origination process.

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