Improving a customer value stream at a financial service provider

This “Quality Quandary” discusses two projects that have been executed within the customer value stream. The first project was focused on a mid-office (MO), where the quality of information from the front office (FO) was improved (dependability). The second project was performed from the viewpoint of the front office itself, where processes were further improved, resulting in an altogether more efficient and effective customer value stream.

Both projects were carried out using the LSS methodology

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