CHALLENGE Like most banks with a diverse product line, the volume of loans queued up for audit each day (especially across products) varied considerably for this large full-service bank. Because of this variability, the supply of auditors was rarely sufficient to meet the demand of completing each audit task. Even worse, within each loan type, some auditors lacked the qualifications to work on loans with specific characteristics. For instance, some auditors had the skill and experience to process FHA loans but not VA loans. Balancing the optimal workforce against pending loans in the queue was cumbersome for managers. There was no streamlined way to accurately calculate the adequate number of FTEs allocated to the bank’s largest product by volume for example, leaving managers to

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