Operations and Supply Chain Management 9th edition
Operations and Supply Chain Management 9th edition
9th Edition
ISBN: 9781119320975
Author: Roberta S. Russell, Bernard W. Taylor III
Publisher: WILEY
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Chapter 5, Problem 1.2CP
Summary Introduction

Case summary:

N bank is swamped with refinance requests this year because mortgage rates are at an all time low. To handle this excess traffic N has divided the process into 5 clear stages and created departments for each stage:

  1. 1. Loan agent
  2. 2. Loan processor
  3. 3. Closing agent
  4. 4. Loan-servicing specialist
  5. 5. Loan-payment specialist

After this change, it was difficult to evaluate the performance of the system and N decided to solicit customer comments.

The feedback from customers was full of complaints - the process took longer than usual, there were errors in the debited amounts from customer accounts, and some processes were being duplicated.

To determine:  Which steps can be eliminated, and which ones create value for the customer. Create a new blueprint of the improved process.

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Operations and Supply Chain Management 9th edition

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