Financial Services
Reduce Friction Across Financial Services Operations
Customer requests pass through multiple channels, approvals, controls and systems. Incomplete handoffs, missing information and repeated corrections create unnecessary work for staff and delays for customers. At Bevington Partners, we use XeP3 to help financial services teams quantify that wasted effort, identify its drivers and prioritise process improvements that recover capacity and improve customer experience while maintaining essential controls.
End-to-End View
Map The End-to-End Customer Process
Loan applications, claims, account changes and complaints often pass through several internal channels, teams and systems before they are completed or resolved.
XeP3 maps this workflow across the end-to-end customer process, capturing where it waits, where it is handed back and where staff step in to fix missing or incorrect information. This helps leaders understand where capacity is lost and prioritise improvements across their teams.
Controls And Rework
Separate Necessary Controls From Avoidable Rework
Checks, approvals and compliance processes are designed to protect customers and the organisation. However, preventable upstream errors can create significant additional checking and corrections beyond the work required by these controls.
XeP3 helps teams distinguish essential control activities from avoidable rework, identify the underlying causes and prioritise improvements while maintaining all required controls and compliance processes.
Case Study
Faster Loan Approvals Across A Branch Network
A bank’s branch network was consistently missing its two-hour loan turnaround benchmark, with around a third of branch resources tied up in taking applications.
It used XeP3 across its branch lending process and found 31% Noise, driven by progressing applications from customers with no capacity to repay, duplicated effort and paperwork, missing or incorrect customer information and difficulty contacting trade references.
Staff-designed changes, including a fast-track assessment for early rejections and a redesigned application form, helped eliminate that Noise. Within 6 weeks, loan approvals were meeting the two-hour target. Noise fell by 83% across all roles and loan balances grew by more than $11 million over three years.
- 31% Noise found across this bank’s branch lending process
- 36.8% Median Noise across 60 financial services projects (University of Melbourne research)
Outcomes
Track Service And Operational Outcomes
Using XeP3, we establish a baseline before changes are implemented and assess improvements against agreed performance measures across sites and over time through Behavioural Change Indicators (BCIs). This helps leaders evaluate the outcomes for customers, staff and the business.
Service
Track turnaround times, first-time resolution and customer experience.
Operations
Measure reductions in rework and exceptions, and the capacity recovered for higher-value work.
Risk And Control
Assess whether process changes maintain or strengthen required controls and compliance.
Research And Partnerships
Financial Services Expertise And Insights
IQ Group
Our specialist advisory partner helps financial services organisations deliver complex change and improve performance.
University of Melbourne Research
Peer-reviewed research on why many improvement programs fall short and how XeP3 addresses them.
Research And Case Studies
Explore articles, white papers and results from XeP3 programs across industries.
Related Industries
Explore Related Sectors
Reduce The Hidden Effort Behind Every Customer Request