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The Situation |
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| A bank in San Francisco had a group of employees working in a loan center who were required to work in a systematic way to provide information that would enable the efficient processing of residential loans. The 10 person department consisted of three loan coordinators, three loan officers, three loan underwriters, and a loan manager. The goal of the team was to make common sense loan decisions in a timely fashion (72 hours) and to find a way to work more effectively together so that pertinent information might be shared among the various team members. |
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| The Problem |
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| The manager of the loan group felt that three key problems existed within the group that disabled the members from maximizing their performance potential and effectively serve their customers: |
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Communication breakdowns traced to a lack of follow up on requests made by customers and team members. |
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An inability to figure out the best ways to solve problems related to changes in the needs, expectations, or status of a customer loan scenario. |
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A lack of compliance to the monthly work objectives set forth by the manager. |
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| The QPS Solution |
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| After a thorough assessment of the department using our 20/20 technology, the manager was taken through an extensive consulting process enabling her to develop the PM 2000 relational and conversation skills to establish an effective system of agreements with each member of the team. Each team member was asked to track the source of the communication breakdowns over a period of two weeks. Several meetings using our team building method produced a series of work group agreements and communication strategies designed to reduce the incidents of unresponsiveness to customer and team member needs. |
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| A new model of group conversation which stressed respect for differing expertise and viewpoints was introduced which enabled the members to build amore effective communication process from member to member. |
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| The Result |
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| After 6 months, the team has been able to work together in a highly proficient manner resulting in improved team morale, 46 % more loans processed per month, and 27% more loans funded on average per month |
