Insights from The Lab

Cost Reduction

Category : Cost Reduction


How To Implement a Lean Supply Chain Transformation in Just Six Months

Our last case study told the story of lean implementation in a bank’s finance and collections functions. This case study focuses on lean in supply-chain management. It zeroes in on order management. Specifically, it targets the transformation of the order-to-cash cycle in the wake of an ERP investment that wasn’t paying off as it should. …

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Lean Contact Center Transformation: Reducing Cost Per Call by Improving Efficiency

In this case study, we’re diving into the deep details of a lean six sigma call center project.

The goal was to improve call center efficiency while decreasing cost per call in the bank’s personal, private, and business banking segments. The processes of contact-center reps and support teams—spanning 1,700 employees in five different countries—would all be scrutinized in order to effect this lean call center transformation. That’s where The Lab comes in.

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Five Essential Process Improvement Ideas in Banking

This article is about making essential process improvements throughout a bank’s marketing services operation. It’s full of valuable takeaways, so let’s dive in.

This is the story of a huge (80,000 employees serving 25 million customers) Canada-based bank. Their marketing arm, serving both the U.S. and Canada, was struggling to increase both its productivity and agility. Thus their wish-list, when they reached out to The Lab, was extensive. Fortunately, The Lab was equal to the task.

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Banking Cost Cutting Measures For Shared Services Groups

This article tells the story of another true case study. And it probes a seemingly perpetual and nagging cost drain on banks: Human resources.

The bank in this case study is one of the oldest financial-services institutions in the United States. It’s also highly HR-dependent. That’s because it manages 18,000 employees, scattered across 11 different states. There was a lot at stake here.

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