CONTENTS

1. Process

2. Bottlenecks

3. Adjustments

4. Results

3

Goals

• From gut feeling to facts & figures

• Better insight in process flow housing allocation

• Pinpoint room for improvement

5

System Employee Home seekers

Customer Intimacy

10

System Employee Home seekers

Customer Intimacy

10

System Employee Home seekers

ACCEPT?

or

REJECT?

Customer Intimacy

10

System Employee Home seekers

ACCEPT?

or

REJECT?

Customer Intimacy

10

System Employee Home seekers

ACCEPT?

or

REJECT?

Customer Intimacy

10

Changing the process

16

Three big changes

1. Automatic Offers

2. Accept/Reject by website

3. Notifications by e-mail when

process is waiting for employee