Managing process variations helps to reduce risk.
When Regional Australia Bank gave the right people access to the right processes, their customer service improved and staff confidence grew.
No longer managing multiple versions of the same process
Simpler, easier access to the right process variation
More staff trust in processes
Streamlined process administration
Support for ongoing improvement
Improved customer service
For almost 50 years, member-owned Regional Australia Bank has had a reputation for being flexible and personable and for making the complex simple. That approach has seen it grow to become a premier alternative to the ‘Big Four’ banks.
Regional Australia Bank always tries to ensure their teams are working with up-to-date processes, so they can deliver a seamless experience to both their customers and to each other. But as Business Performance Improvement Team Manager Jaid Dawson explains, in the lending space, things had started to get more complex.
They were dealing with a number of organizational changes, and slightly different lending processes for different loan products, users and channels. That resulted in duplicate processes, with each needing to be updated any time something changed. That, of course, was an administrative headache, and meant things were inevitably missed, resulting in a matrix of processes that were slightly out of date.
“As you evolve your processes you realise there are little differences. So you find work arounds – you duplicate and tweak processes or try to collapse them into a single process. We tried to manage process variations in a number of ways.”
Regaining staff trust in the processes.
Nintex Promapp’s Process Variant Management (PVM) functionality makes it easier to keep those multiple processes up to date, Jaid says, simply because there wouldn’t be multiple processes anymore.
PVM allows Regional Australia Bank to establish a standard process – the basic process – and then add subtle process variations as required. That means after a compliance or legislative shift, or a process review, the Regional Australia Bank team has only the one standard process to amend. If applicable, the change will flow through to the process variations as well.
This gives staff much more confidence in the processes, which has a positive flow-on effect for their customers. Jaid says PVM also supports discussions around creating a lending best- practice, and their ongoing drive for improvement.
The exercise of adapting their lending processes into the 'standard + variations’ way of working was valuable in itself, says Jaid. It helped them uncover and clarify their core activities, making it easier to identify opportunities to improve.
“It complements the organisational desire for a continuous improvement culture. It will help us uncover some real pain- points and identify the root cause of these.”
Eroding staff confidence.
Business Performance Improvement Team Manager Regional Australia Bank As the number of processes multiplied, and keeping them up to date became more complicated, staff trust in the processes that should have been the single point of truth started to erode.
As Jaid says, this would inevitably lead to staff just relying on each other to learn how to do things. “We wanted to make the admin side simple, so teams would have more con dence that the processes they were following were correct and up to date.”
Simplicity empowers teams.
While PVM obviously simpli es and streamlines the management of processes for the process owners, it has also made things easier for the end user.
Regional Australia Bank teams can now readily access the process variation they need, when they need it. There’s no time spent searching through multiple versions of the process they need, or having to double check they’re using the right one. PVM, says Jaid, has made it fast and simple for staff to locate the information they need – which is better for staff morale and ultimately for their customers’ experience too.
Jaid says staff reaction to the new approach to managing process variations has been extremely enthusiastic – like any system that seems to fit perfectly, PVM feels like a simple, logical solution that has been incorporated into their business as if it‘s always been there.