Insights from The Lab

Knowledge Work Industrialization

Category : Knowledge Work Industrialization


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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Cost Cutting in the Banking Sector: Four Milestones in Six Months

This story took place at one of the largest consumer banks in the United States. With nearly 1,500 branches, 24,000 employees, and $175 billion in assets, they sought to cut costs and improve the efficiency of their retail branch network. They wanted to cut operational costs and improve efficiency and effectiveness in their back-office support groups. And they wanted to improve the overall customer experience in the process. It was a tall order.

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A Three-Pronged Approach to Improving Operational Efficiency in the Banking Sector

If you’ve been following these articles, you’ll know that our last one was an in-depth case study which followed the trials of a well-known U.S. consumer bank. They’d grappled with cutting costs in their back-office operations. In this article, we’re going to take an under-appreciated approach to improving a bank’s productivity: tapping into the wasted …

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