Problem:
GHLC (Group Home Loan Centre) were manually processing mortgages in the back office. With 150 people it was proving to be a difficult situation to manage with manual processes. The risk of errors and slow down in service were extremely high. A separate team was devoted to service each different bank and management realised that to drive out efficiencies they needed to reengineer themselves into a process driven department.
Solution:
The department was reorganised into a number of teams to process mortgages. The first team looked after introduction, the second team managed up to cheque issue, the third team on-going maintenance and so on. This meant specialised teams were in operation and each team looked after all banks. SAM fitted perfectly into this reorganisation and was instrumental in cost reduction and increased throughput. | 
