CUSTOMER COMPLAINTS AND CLAIMS (PPI) – E2E Lean Process Implemented for a global team
Lean implementation for PPI claims operations spread across 3 countries was a classic case where all lean lenses were deployed. It was a multi-faceted solution which delivered host of quantifiable and non-quantifiable benefits.
Strict time-bound process, being closely watched by regulators. It was expected that Bank would miss the deadline set by regulators.
Huge cost pressure from large teams spread across 3 countries.
Longer turn around time for claims settlement led to multiple escalations from internal and external customers.
No visibility to end to end process.
Re-engineered the process using value stream mapping. Identified multiple non-value added and redundant.
Identified process pain points using customer journey mapping.
Multiple low-cost automations were done with a zero-budget mindset.
Re-alignment of tasks by applying ECRSS methodology (Eliminate-Combine-Rearrange-Simplify-Standardize).
From 3-stage to a 2-stage process delivered 30% efficiency worth $ 2.5Mn in 9 months.
Automations reduced processing time from 3 hrs to 45 mins.
Complains/queries reduced by 60%, Rework/errors reduced by 80%.