ANALYZE: In order to stay competitive GF must come up with a solution to improving the current time it take to process loan applications. Only just over half is within the Chief competitor who promises “10 business days or less”. The current process is definitely creating a major crisis. Especially since data shown by VP Personal indicates GF is only operating at 86% capacity. In fact, the amount of staff they have right now should be able to easily operate at 96% minimum capacity. This data is why Nancy was denied her request for additional personnel.
MAJOR ISSUES: There are several issues to be addresses, but the major issues are work load capacity, missing resources and re-training.
Work load capacity – First step the Evaluation and Analysis process. The teams are broken down as two per region. As indicated on John’s memo the break down of regions was put in place two years ago and he feel it has not improved the process. The purpose of the separation into regions is so the Sales representatives and processing staff was to establish a relationship, but sales rep some and go often so, it is difficult to build a relationship. Second step is interest rate determination there is only one person performing this process and it only takes up half his time to complete the task which takes about a half-hour per application to complete. Third step is loan terms which take three to ten hours to complete and consist of three individuals, also sorted by region. The final step is final issuing which take about three to four hours and is preformed by either of the two individuals. No regional separation is used at this step.
Missing resources – In Amanda’s memo, she mentioned how the Northe ...