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Describing processes Part 1

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description
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Rocio Naef
Rocio Naef
Argentina

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Describing processes Part 1

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Rocio Naef
1

penalised manually targets allocated prioritized submit inputted responsible turnaround automatically working

Juan :
'You work as a manager at a bank , don't you ? '

Peter :
'Yes , I do . But I don't actually work in a branch like you find on the high / main street in any town or city . I work in the loans department in the bank's head office . '

Juan :
'So , what do you do ? '

Peter :
'Do you want me to tell you ? It's not exciting . '

Juan :
'Yes , I do . '

Peter :
'I am the manager of a team that is for both processing loan requests from existing customers of the bank ( people who already have a bank account with us ) and deciding whether we should give them the money / loan . '

Juan :
'How do you do that ? '

Peter :
'If somebody wants to borrow money from us to buy a house , a car etc . . . , they first have to a loan request to the bank . They do this by either completing an online form on the bank's website or by completing a paper form and sending it to the bank .

If the person completed a loan request form on paper , their form is then on to the bank's loan application system by another of the teams in the office here . That team has to enter all the form's information by hand on to the system . '

Juan :
'So , how does your team get the loan requests ? '


Peter :
'All the loan requests for the bank's existing customers are sent to my team either directly from the website or from the loan application system when they have been inputted .

When we have received them , each request is then to a different member of my team . From that point , that loan request is their responsibility to process . '

Juan :
'How do you decide who to allocate / give each loan request to on your team ? '


Peter :
'It depends on how many loan requests each member of my team is dealing with at that time . If one of my team is working on less requests than others , they are automatically allocated the request . '

Juan :
'How long does it take them to process a loan request ? '

Peter :
'There is a 5 day time for each request to be processed . So we have to make a decision within 5 days for each request we receive in our team . '


Juan :
'When you say working days , that doesn't include Saturdays or Sundays does it ? '

Peter :
'That's right . If we receive a loan request on Wednesday , we have to process the request and make a decision by the following Tuesday at the latest .

But loans request which are for a large amount of money ( e . g . over $40 , 000 ) , are . These loan requests are very important and the bank makes a lot of money from them . So , these are not only allocated to the most experienced members of my team , but they also have to be done quicker . So they have a 3 working day turnaround time . '

Juan :
'And what happens if you don't process a loan request within the turnaround time ? '

Peter :
'My team has to meet set . One of the set targets is to complete all loan requests within the turnaround time ( i . e . 5 or 3 days ) . If we don't , then the team is . '


Juan :
'So your team is punished for not completing a loan request in time ? '

Peter :
'Yeah . Every late loan request we complete reduces the bonus ( extra money ) the team receives at the end of the year . '

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