Case Study #1: Financial Services



A financial services firm based in the midwest had numerous processing and customer service departments of 10–30 team members each. After working with the supervisors, managers and officers to establish base-line performance and quality goals in several pilot areas, each of these pilot areas achieved annualized cost savings of from 10–60%, with an average annualized cost savings per area of 20%. One department (comprised of 25 hourly team members) that fully embraced the Metrilogics best management practices achieved:


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