ING Global Process Management case
The Global Process Management team executes projects to enable simple, uniform, and digital processes for ING. They set standards and designs, execute and implement process improvements and increase process craftsmanship. Most of the projects make use of famous process improvement methods such as Lean Six Sigma. The case in this workshop uses that methodology as well, focussing on a real project executed at ING's mortgages department in the Netherlands. The number of client meetings per adviser, per week, is too low. As a result, the number of mortgages sold is too low. The goal is to get more client meetings, without compromising the effectiveness and quality of customer service.