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Case Study: Reengineering Key Bank Processes

The Client:
A major Caribbean-based bank.

The Client Goal:
To refine all of the major bank processes and train employees on the key changes.

The Process:
McDaniel Partners was selected by the Bank to:

  • Refine all of its major bank-wide processes.

  • Develop learning materials for each process to help employees understand the changes to existing processes and learn the process steps.

  • Develop a method to test and reward employees for successfully completing the learning and successfully adhering to the new processes.

The Result:

  • Over 30 major Bank processes were reengineered.

  • Employees understood the key processes, which had a direct impact on the service experience that it provided to its customers.

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