McLaw &Associates have worked with the majority of the main Financial Institutions in Ireland, UK, USA and Australia on projects ranging from improving productivity and performance with 1-2 teams to building Operational Excellence as a core competence for the entire organisation.

We enable you to deliver improvement results between 20 - 40% in a relatively short period of time.

Contact us for a free consultation

Case Study

A leading cash and equities division required improvement to their newly launched online trading products.

The division had

rushed to launch new products to match competitors resulting in poor customer

service and a 210% increase in on-boarding of new clients.

This led to a number of issues including;

1. •5 day cycle time to open new online accounts.
   

2. •40% of new applications for the online trading accounts were being rejected each month whilst only
   

3. •30% of accounts had live transactions following a 3 month opening period.
   

The cash and equities division needed to understand why so many customers were having their applications rejected and why the product was attracting high demand however only 30% of the successful accounts set up led to any online trading.

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Financial Services

Services

Cost Benefit Analysis

Training and Certification

Tailored Service Offerings

Office Focused Improvement

Creating Customer Value Streams

Service Operations Fundamentals

Case Study

Customer request / needs:

A leading global bank in Ireland faced a burning platform with 30% of its staff facing voluntary redundancy. The downsizing of its operations meant the remaining staff would have to cope with the existing workload with a 30% reduction in capacity.

McLaw & Associates were contacted to support the bank in achieving productivity improvements following the

reduction in capacity.

Goal of the project:

The bank had conducted an analysis to understand their core processes and the headcount, volumes, and incoming rework across their Irish operations.

The findings pin pointed the following processes as the most labour intensive and critical for improvement

1. • Current Account Management
   

2. • Credit Review
   

3. • Loan Management
   

4. • Arrears Management
   

The project goal was to reduce cost by 30% by removing waste and/or reducing volume if the processes.

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“All 4 Value Stream projects delivered outstanding results. Some of the findings were un- expected with respect to the bank still having spare capacity following the 30% reduction in staff “

“Lean Value Stream projects are a fact finding journey enabling management and staff to see more clearly and enable better flow and communication through an organisation.”