The need for consistent, repeatable business processes motivated a major bank to map their commercial credit lending process.
Banking is a highly regulated industry with significant penalties for mistakes. The bank, located in a developing country, was under pressure to ensure its team were following the processes and procedures correctly. To improve accountability and encourage confident decision-making, it was imperative that they got it ‘right first time’.
Over time, banking officials had developed their own individual strategies to suit their customers. There was a perceived lack of accountability. Mapping the business processes would give clarity, encourage ownership and gain agreement on best practice.
Tactics was asked to identify and document the bank’s daily business processes. But we also needed to build the capability of the team so they could document and update their own business processes. This would be key to future-proofing the bank’s knowledge assets.
Tactics’ delivered a two-stage approach to gain buy-in for the mapping process, build internal capability, and map the business processes to a consistently high standard.
From consultation with managers and staff, we designed a tailored 2-day process mapping course. The team would gain an understanding of the importance of process mapping, and the skills to map their own processes. Standardised formats and templates were agreed on to give the process maps a consistent look and feel.
After the training we provided coaching and mentoring to support staff as they applied their new skills. We worked with the team to edit their final process maps and check that they met all internal and external requirements.
By completing the 2-day process mapping course, the team learned how to confidently apply their new skills to their own workflows. A focus on gaining buy-in for the mapping process and building capability within the team has enabled the bank to continue benefiting from the results of this project.