Process Redesign for Financial Services

Eli Broad College of Business

How long?

  • 1 day
  • in person

What are the topics?

Eli Broad College of Business

Disclaimer

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Full disclaimer.

Who should attend

You will benefit most from this program if you are a(n):

  • Manager or Director of Operations
  • Executive who influences strategy
  • Branch Manager
  • Director of Customer/Member Services
  • Engagement or Retention
  • Learning and Organization Development Leader
  • Information Technology leader
  • Leader or member of a process or quality improvement team
  • Leader or member of a technology implementation team

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

Process Redesign for Financial Services at Eli Broad College of Business

From  $695

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Thank you for your application

We will contact the provider to ensure that seats are available and, if there is an admissions process, that you satisfy any requirements or prerequisites.

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Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.