Innovation Training + Change Management
Banco do Nordeste
Consumer Services had detected a rapid increase in complaints against the bank’s credit approval process. Clients considered it slow and bureaucratic. But there were many internal resistances against process changes. How to align and commit employees for the change?
Read a complaint report is totally different from interacting directly with a customer externalizing her/his frustrating experience. One of the activities in our Creative Marathon was to place 40 bank executives in direct contact with real bank consumers.
Following this, the bank’s board members and selected collaborators from functional areas went thrugh 3 days of creative sessions to generate solutions for the real problem. Four parallel projects were developed, edited and simplified The solutions created addressed both the clients’ needs and the operating capacity of the institution. At the end, they were merged into one sigle feasible and viable project.
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