Case Studies

 Process Improvement

Project	Multi-faceted business process improvement program
Client	Funds management subsidiary of a “big four” bank
Objectives	To avert a threatened funds outflow by achieving a massive lift in customer service levels.
Pragmat Role	Pragmat managed a broad program of works aimed at gaining substantial performance improvements in the administration function for the client’s flagship product favoured by many high net worth customers. The rapid growth in funds under management had resulted in a deterioration in administration processes and systems to the extent that the business was unable to provide satisfactory service levels, and had slumped to the lowest rating in the organisation in terms of customer service and staff satisfaction performance. Apart from program management, Pragmat’s role included extensive process re-design, business requirements definition for an activity tracking system, and the negotiation of service level agreements with both internal and external suppliers.
Outcomes	Within ten months of the commencement of the program, the business unit had attained first place in the rankings for both customer service and staff satisfaction. Transaction turn-around times were reduced by over 50% and processing accuracy was improved by close to 40%. Previous Next

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