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…………………………………………………………………....
Focus on some key projects

…………………………………………………………………....
Sharing Corner in Findomestic Feb 20th
Rute Gonçalves has collected for you Films – Files and a
full benchmark on ACE BPM NPS and more on the SBP

Lean Management

…………………………………………………………………....


The next deadline for updating the ACE
Data base is April 6th.

Example of PDCA using Lean Lab – ID 19608
Improve organization and flow in B2B, Roma Marconi.

Context

19,5 FTE manage loans and insurance for
retired and private customers.

Objectives Keep customers (6,5% cancelling). Reduce
increasing time to decide, and backlog.

Solutions 1. Visual Management to see progress
2.Practicing PDCA tool to solve issues.
3. Taking into account customer’s point of view.
4. Working with other teams impacting the
customer’s satisfaction.

Results

Customer’s cancellation = 1,1%, backlog  42%.
63 K€ Cost Reduction

…………………………………………………………………....
Context
All calls were routed to Acquisition team. This generated 3 contacts for 1
solution, and wasted time of our partners.
Objective 1 call = 1 solution, better satisfy our partners.
Solutions 1 Separate sales and operations missions to manage accurate calls.
2 Training of some partners on our digital environments to make
them more autonomous.
3 Emailing on changes internally and towards 5091 partners .

Results

Reducing waste in sales, increasing the business
Partners satisfaction
93,6 K€ cost reduction

…………………………………………………………………....
Context:

22 FTE send monthly 2420 applications to be decided on.
43% were rejected.

Objective: Decrease rejection to 36%
Solutions: Visual management to see progress
Practicing PDCA to solve issues
Working with Granting and Telemarketing
Define a standard e-mail to be sent to granting,
for file that could be accepted
Creating a list of refusal cases, where applications
would not be accepted, to eliminate muda.

Results:

36 % rejection objective achieved.
Revenue +165000 Zloty
Eliminated muda in 2 teams Granting and Telemarketing.

Global number of completed projects vs. roadmap 2018
270

300
250

180

200

100
50
0

104

54

77

227

241

145

125

150

195

212

98

44

6

# Projects Completed

Ongoing Projects

Target of completed projects

Global full year impact of completed projects vs. target 2018
20 000
19000
18 000
16959

16 000

15974
14918

14 000

13722
12667

12 000
10204

10 000

FYI K€

8796

8 000
6896

6 000

5418

4 000

3800
3096

2 000

71

0

55

7

9

NBI (FYI)
Opex (FYI)
Cost and Risk Avoidance (FYI)

Cost of risk reduction (FYI)
Improved Quality of service (FYI)
FYI

Target # projects

ACE FY impact by country vs. roadmap 2018

0

4000
3000
2500
1300
370
350
208
195
160
71
70
69
30
0
0
0
0
0
0
0
0
0

375

1000

2000

3000
4000
5000
Total FY savings (hard+soft)

6000

7000
8000
FYI Gap

9000

Target FYI

Portugal 163985
Brazil 3000
France 2500
925
Spain
USA 370
Italy 350
UK 208
Germany VEB 55 195
Romania 160
71 Turkey
Czech Republic 70
Ukraine 69
Mexico 30
Belgium
Bulgaria
China
DGP
Consors Finanz
Hungary
Poland
Russia
Slovakia


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