The Scenario
A South African retail bank takes an average of 14 days to process a personal loan application. The CEO has mandated a reduction to 5 days. The process involves the branch, credit scoring, compliance (FICA/FAIS), underwriting, and disbursement.
The Brief
Map the end-to-end value stream. Identify value-adding vs non-value-adding steps, calculate process efficiency, and propose improvements to hit the 5-day target.
Deliverables
- A value stream map showing all steps with cycle time and wait time for each
- Process efficiency calculation: total value-adding time vs total lead time
- At least 5 specific waste items (using Lean waste categories) with evidence
- An improvement roadmap: quick wins (0-30 days) vs structural changes (30-90 days) to reach the 5-day target
Submission Guidance
In most service processes, less than 10% of total lead time is value-adding. The rest is waiting, rework, and handoffs. Show this ratio.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.