richard mcallister @rmcalli9 @flowperth · our colleagues designed, developed and implemented a...

richard mcallister

@rmcalli9

@flowperth

unique home lending service

offering with an agile back office

team in a 13 week experiment

without one mention of the word agile

1.engagement

2.performance

3.customer advocacy

ID COS INCOME FUNDS TITLE LMI

complex artefacts, stressful, important & largest purchase

deal = home loan

customer = broker

“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”

1.engagement

design, develop, embed and

iterate the solution

they did it themselves

case ownership

full accountability & reduced context switching

22% increase in speed to a decision

decreased application time by 50 mins per app

this service level was maintained for the experiment

they believed in what they we doing

It was theirs

1.engagement

2.performance

3.customer advocacy

we took away productivity metrics

productivity went up

be awesome

get to a decision for our

customers as fast as we can

for the first 4 weeks

3 deals to decision per person per day

the next big iteration in solution

4 deals to decision per person per day

a colleague completed 13 deals

to decision in one day

this is a back office record!

we hit a high of 38 deals in one day

with a team of 6 people

100% quality results

‘perfect’ from sample size tested

1.engagement

2.performance

3.customer advocacy

“can I hug you?

this process is amazing!

happy friday - thank you!”

home loan specialist feedback

“unconditional approval in 42 mins - boom!”

broker feedback

“both deals have come back unconditional inside 2

hours (ridiculous)!!"

broker feedback

“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

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

www.flowperth.org

a place where skilled volunteers regularly

have events to give back to the community

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