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Eli Broad College of Business

Process Redesign for Financial Services

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About the course

The business environment for banks, credit unions and insurance companies is far different from what it was just a decade ago. Low interest rates, competition from FinTech, and the emergence of millennials as a major customer segment have changed the competitive landscape.

To survive and grow today, financial service companies must design business processes that engage customers/members and deliver service value that differentiates your organization from the competition.

This seminar will arm you with process redesign tools and a roadmap to determine which process and technology changes will have the most impact on customer/member satisfaction, retention and service quality. Act now. Enroll a team of key leaders today.

Learning Benefits

  • Better target and serve your customer segments
  • Use customer needs and customer experience data to drive improvement efforts
  • Reduce turnaround times for loans and other key products
  • Devise innovative process redesign solutions that deliver meaningful business results and return on investment

Course Outline

The New World of Customer/Member Expectations

  • What is a great customer experience
  • Identifying key customers
  • Prioritizing customer/member expectations
  • The Kano Model
  • Understanding the customer/member experience

Connecting Member/Customer Expectations to Process

  • Customer journey mapping
  • Mapping how service is provided
  • Aligning the business process with the customer journey
  • Streamlining key processes

Service Innovation

  • Thinking outside the box
  • Innovation drivers
  • Mapping high-level solutions
  • Evaluating alternatives

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