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Market Research Report
Best Practices: Case Study -- RBFCU Employs Lean and Kaizen to Improve Member Service
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Best Practices: Case Study -- RBFCU Employs Lean and Kaizen to Improve Member Service published by IDC Financial Insights in July, 2010. This report consists of Pages: 15 and the price starts from US $ 4500.
Abstract
This IDC Financial Insights report presents a case study of
Randolph-Brooks Federal Credit Union (RBFCU) and the significant business process
reengineering efforts it has conducted with the assistance of Guidon
Performance Solutions for the purpose of improving member service. RBFCU
used Lean and Kaizen methodologies to implement improvements that directly
benefit RBFCU' s member base across 10 business units.
"In this increasingly
competitive industry, financial institutions need a razor sharp focus on
activities that will either improve revenue or reduce costs, while
keeping the customer central," notes Karen Massey, senior analyst, Consumer
Banking. "RBFCU has successfully redesigned select business processes around its
members' needs, which has positioned the institution well for growth."
Table of Contents
- IDC Financial Insights Opinion
- In This Study
- Situation Overview
- Financial Institution Overview
- Business Needs
- Management Challenges
- Terminology
- The Best Practices
- Challenges and Solution
- Member Service Center — September 2007
- Issue
- Goals
- Approach
- Key Results
- Videoconferencing — October 2007
- Issue
- Goals
- Approach
- Key Results
- Human Resources — January 2008
- Issue
- Goals
- Approach
- Key Results
- Records and Research — March 2008
- Information Systems Help Desk — June 2008
- Consumer Lending — December 2009
- Issue
- Goals
- Approach
- Key Results
- Future Outlook
- Essential Guidance
- Actions for Financial Institutions to Consider
- Actions for Vendors
- Learn More
- Related Research
- Synopsis
- Figure: Lean: The Seven Wastes
- Figure: 5S Explained
- Figure: DMAIC Phases Explained
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