Home About us Solutions Case studies Testimonials Careers AOM Academy

Case study - EDS Credit Services

Improving operational delivery in mortgage administration

Please note that this case study refers to OCP, as this project was carried out when AOM was part of the Organisation Consulting Partnership.

EDS Credit Services Limited was formed as a result of Abbey National outsourcing its mortgage servicing functions to EDS.

Early initiatives undertaken by the new business included the development and introduction of a new IT system and a review of organisation structures and business processes. As part of these initiatives, OCP was commissioned to review and make recommendations regarding the existing operations management practices.

Our initial findings included:

		The prevailing management approach was generally short-term and reactive.
		Existing planning and scheduling tools focused very rigidly on giving staff "a day's work" every day; this had actually done as much to limit individual performance as it had to set a base level of adequate performance.
		Managers had little opportunity or incentive to divert resources into more needy areas if they were on top of their workload.

We concluded that it would be possible to raise productivity levels by up to 25%, releasing additional capacity for either growth or cost saving whilst also reducing levels of stress on staff and sustaining or even improving quality.

The EDS Credit Services change programme focused on the development of a new approach to managing referred to as Active Operations Management. This programme involved:

		Using simulation-based training for a group of key managers in order to demonstrate the ideas behind Active Operations Management and to give managers an opportunity to test and develop their skills.
		Implementing Workware, OCP's proprietary planning and control software, to provide a framework for guiding management coaching and supporting new management behaviours.
		Providing on-site coaching to all levels of management.

The project was conducted in a series of three-month waves, implementing the above actions in all sections of the business as part of a rolling programme. With each wave, OCP trained internal coaches to take on more of the roles originally played by the consultants and to gradually take over the implementation for themselves.

After twelve months, performance improvements in different sections of the operations ranged from 15% to over 40%, whilst quality and timeliness of the services have also been sustained or improved.

Subsequently we have supported EDS Credit Services' operation in Adelaide, Australia, which provides outsourced mortgage administration services for Westpac.

Other case studies

Bank of New York

Enhanced operations management in client administration.

International Card Corporation

Improvement and recognition of individual and team performance in international credit card corporation.

Liverpool Victoria Friendly Society

Transforming the customer contact division of a financial service mutual.

National Australia Bank

Delivering significant performance gains in the customer services and operations division of a major financial organisation.

Site map Legal notices Privacy policy User group area Links Contact us