The challenge
In response to growing concerns over customer dissatisfaction and increased complaints, a financial services organization recognized the need to identify and address any weaknesses within its operational processes.
The task
emagine was deployed to comprehensively examine the organization’s existing processes and provide recommendations for improvement. Additionally, they sought our expertise in conducting a detailed analysis to identify potential failure points within these processes.
The solution
A process review workshop was performed, where a Value Stream Map was conducted to outline the potential waste steps.
- FMEA of every process step – to identify failure and their impact to the customer. Assignment of corrective actions.
- Deeper dig using the 5 Why’s to uncover why the problems appeared and remained unseen.
- The combination of these LEAN practices has led to a delivery of a reorganized and re-structured flow for all reviewed organizational processes.
Our dual focus on process improvement and failure prevention aimed to optimize the organization’s operations and drive positive outcomes.
We conducted a thorough process review workshop, during which a Value Stream Map was created. This map helped outline and identify potential waste steps within the processes, allowing for targeted improvements.
Afterwards, we performed FMEA for each process step, meticulously examining potential failures and their impact on the customer. This analysis enabled us to assign corrective actions to address identified issues effectively.
To uncover the underlying reasons for the problems and understand why they remained unnoticed, we utilized the 5 Whys technique. This approach involved delving deeper into the causes of issues to facilitate effective problem-solving.
The combined implementation of these LEAN practices resulted in successfully delivering a reorganized and re-structured flow for all reviewed organizational processes.
