Case Study

Background

A prominent US bank wanted to upskill their continuous improvement team with Lean Six Sigma Green Belt skills. They were looking to improve efficiencies and reduce costs at a challenging time, and they wanted an experienced partner with significant financial services experience.

Solution

Since the bank wanted to start quickly, and we were in the middle of a pandemic, Firefly Consulting delivered the training and coaching entirely virtually. The virtual course included data analysis and statistical tools, along with Lean methods. To increase learning and accelerate results, student projects were used in the exercises throughout the course. Coaching was also delivered virtually, providing one-on-one support through project completion.

Results

Projects included improvements in merchant services, call center operations, robotic process automation, banker support, ATM uptime, and multiple back-office operational processes for the bank. Success stories include a project in merchant disputes with so much rework that improving it generated over $1.8M in savings, while improving customer satisfaction! Two robotic process automation Projects saved 15-20 FTE, combined. A permanent work from home project saved over $2M, while improving employee satisfaction. Most importantly to the company, the Green Belts gained new skills that they can apply on future projects.

Want to see results like this at your company? Contact our team to learn more.