Financial Services

Background

ICP International was engaged by this global bank to create a customized Quality Management (QM) program. The program has been successfully deployed across Operations Departments in the U.S., Europe, and Asia. The tailored curriculum and training course, which includes a hands-on simulation, is now delivered each year to approximately 80 managers and staff to embed structured problem solving across Operations.

Solutions

Working jointly with the BearingPoint program manager and officials from the bank, we designed the curriculum - using a modified Lean Six Sigma methodology - and created the teaching materials. This included the development of technical modules on process mapping and analysis, process performance and measurement, data gathering and analysis, basic descriptive statistics, data graphing methodologies for discrete and continuous data, brainstorming and solution generation, project planning and implementation, and monitoring and controlling process performance.

We also developed the daily agendas for the 5-day course, industry-relevant exercises to maximize participant interaction - key for effective adult learning - and taught the use of advanced Microsoft Excel techniques for statistical data analysis.

Prior to beginning the Quality Management training for practitioners, we developed a Quality Management (QM) awareness training session and workshop for senior leaders of the bank. The training included a high-level overview of Quality Management and Lean Six Sigma principles, the role QM leaders must play in successful deployments, and the critical factors that defined successful implementations in other organizations.

A key element of this executive awareness training was a workshop on project selection. During the workshop, ICPI facilitated a discussion with the executives on the key priority areas for the business for the next 12 - 18 months. The outputs of this discussion were translated into quantifiable strategic objectives with current performance baselines and 12-month improvement targets. We then 'mapped' possible QM projects to these strategic improvement areas.

Once the projects were identified, we facilitated the executives through a project scoping workshop. In the workshop, we facilitated the participants to carefully define the scope and boundaries of each project, along with current baseline performance, quantifiable improvement targets, the timeframe for improvements, the resource commitment required for successful project completion, and the QM practitioner that would lead the project team.

Results 

Our solutions have resulted in quantifiable benefits in excess of $5 million. Graduates of the QM Program have gone on to other positions at the firm and have taken the quality management mindset with them. As a result, quality management and defect-free performance are now the natural order of how work and projects are executed.

Services Provided: Executive facilitation, material development, statistical and process training, executive mentoring. Get more info...