Re-launching the Simplification capability
Nationwide needed to re-launch their Simplification and Automation department so they reached out to Lean Consulting to lead the Simplification team.
Developing the strategy
We only had 4 weeks to create the strategy and build the benefits case in order to secure funding for the next financial year. Our strategy consisted of the immediate delivery of improvements whilst also taking a longer term view of the entire organisation through a top down diagnostic. We also re-shaped the service offering, with traditional Lean thinking combined with Attended RPA, Unattended RPA, Digitla Process Management (using Pega) and AI.
With this approach, we were able to demonstrate success within months with a series of tactical deliveries whilst also being able to provide the organisation with insight and opportunity over a 3 to 5 year plan.
Executing the plan
Working with the permanent team, we quickly scaled our capability with external Lean and RPA experts. We also built strong relationships with different departments and divisions, demonstrating our new capabilities and how we could help them achieve their internal goals. We delivered dozens of improvements across IT, Mortgage Operations, Banking Operations, Savings Operations, Branch Network, Payment Operations, Contact Centres, Document Management and Customer Complaints.
At the end of the first year, we delivered an amazing £6.5M in year cost benefit to the organisation (with an annualised benefit of £10M). We had also built a pipeline of opportunities to the value of £25M. We also delivered reductions in the time it takes to fulfill customer requests and managed to increase the digital footprint of the organisation by increasing their paperless communication capacity.
Recruiting a permanent replacement
Lean Consulting promised to fulfill the requirement for 1 year to help get the capability on a solid foundation. We also promised to help recruit a permanent replacement to run the capability into the future. Lean Consulting would stay on for a further 6 months to support the new Head of Department deliver on the Simplification and Automation goals of the organisation.
The new Head of Department started almost exactly 1 year after Lean Consulting began the work – and we were delighted to support them during the 6 month transition.