Mortgage End-to-End Process Diagnostic

Challenge

A major Australian bank’s Home Lending division believed its end-to-end mortgage process was inefficient, but couldn’t see where the inefficiency sat or what it was costing customers, colleagues and productivity. No single team had visibility of the full value stream.

What we found

Rework and delay were concentrated in a small number of handoffs and quality failures, and much of the context needed for each deal was being re-learned at every step.

How we helped

Using direct observation, process mining and Cinc Performance Insights, we worked with the bank’s internal business improvement team to locate and size these losses, then co-designed practical fixes the bank could implement ahead of its new mortgage platform.

Team members involved: Peter Campbell, Ben Burger, Amy Pizer and Maurits van Prooyen Schuurman.