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      "text": "This approach breaks down silos and increases collaboration and transparency across both functions and organization layers. Employees from different functions took an active role in the process improvements, participating in employee workshops in which they analyzed processes from the perspective of the customer.",
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      "text": "Branch employees handled fewer customers and sold fewer new products, and back-office processing times for new products were slow. Customer feedback was poor, and rework rates were high, especially at the interface between the front and back offices.",
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      "text": "For a mortgage, the process was broken down into discrete steps, from the moment the customer walks into a branch or goes to the company website until the house has changed owners. In the front office, the system was improved to strengthen management, including clear performance targets, preparation of branch managers for coaching roles, and training in root cause problem solving. This new way of working and approaching",
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      "text": "However, the benchmark also highlighted many strengths that provided a basis for further improvement, such as common platforms and efficient product-administration processes. To address the gaps, the company set the design principles for a target operating model and launched a lean program to get there.",
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