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richard mcallister
@rmcalli9
@flowperth
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unique home lending service
offering with an agile back office
team in a 13 week experiment
without one mention of the word agile
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1.engagement
2.performance
3.customer advocacy
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ID COS INCOME FUNDS TITLE LMI
complex artefacts, stressful, important & largest purchase
deal = home loan
customer = broker
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“basically it was an unbelievable experience for
not only myself but for my client who was
shocked to get the call to say we are signing up
his mortgages on the same day it was lodged”
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1.engagement
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design, develop, embed and
iterate the solution
they did it themselves
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case ownership
full accountability & reduced context switching
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22% increase in speed to a decision
decreased application time by 50 mins per app
this service level was maintained for the experiment
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they believed in what they we doing
It was theirs
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1.engagement
2.performance
3.customer advocacy
![Page 12: richard mcallister @rmcalli9 @flowperth · our colleagues designed, developed and implemented a solution that increased customer advocacy, colleague engagement and productivity The](https://reader036.vdocuments.mx/reader036/viewer/2022070811/5f09a5237e708231d427d413/html5/thumbnails/12.jpg)
we took away productivity metrics
productivity went up
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be awesome
get to a decision for our
customers as fast as we can
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for the first 4 weeks
3 deals to decision per person per day
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the next big iteration in solution
4 deals to decision per person per day
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a colleague completed 13 deals
to decision in one day
this is a back office record!
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we hit a high of 38 deals in one day
with a team of 6 people
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100% quality results
‘perfect’ from sample size tested
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1.engagement
2.performance
3.customer advocacy
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“can I hug you?
this process is amazing!
happy friday - thank you!”
home loan specialist feedback
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“unconditional approval in 42 mins - boom!”
broker feedback
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“both deals have come back unconditional inside 2
hours (ridiculous)!!"
broker feedback
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“thank you very very much
I am loving this new process
it is creating a wow factor for customers”
This deal got to a decision in 19 mins
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our colleagues designed, developed and
implemented a solution that increased
customer advocacy, colleague engagement
and productivity
The secret was: allowing the people who do the work to own and solve the problem
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www.flowperth.org
a place where skilled volunteers regularly
have events to give back to the community
If you believe - follow us on: @flowperth & like us on facebook