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SUCCESS STORY: SAVINGS AND LOAN
CLIENT:
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Major Savings and Loan in Western US |
DIVISION:
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Permanent Files Facility |
CONTACT:
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Senior Vice President |
MAJOR FUNCTIONS:
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Mortgage Processing |
SITUATION
The mortgage processing area of this savings and loan was faced
with dynamic and rapid growth through both acquisition and
merger, creating inconsistencies and a lack of continuity within
both the archival storage facility and the mortgage file
facility. LoBue Associates was hired to identify and report the
opportunities for organizational and process improvement in this
area. Specific objectives of the program included:
- Establishment of appropriate management control processes
within the permanent files facility
- Rationalization of the processes associated with the file
room as they applied to input/output controls, current systems
and filing methodology
- Evaluation of the current facility in terms of physical
layout and future adequacy
LOBUE RECOMMENDATIONS
- Clarify roles and accountability, separate archival box
storage and mortgage file facility functions
- Allocate costs to user departments based on a standard
methodology, representing true usage of facilities, staff and
service
- Develop a comprehensive management process program that
incorporated a detailed daily MIS to track all user requests to
resolution
- Create an archive task force that represented users and the
record center to translate retention policy into procedure
- Evaluate alternative media use for records retention,
including microfilm and microfiche
- Establish an inventory control system that would accurately
record and track the contents of the mortgage file facility
REAL RESULTS
- Developed standardized procedures for archiving documents
- Improved processing and inventory controls, standard forms
- Provided client with a complete facilities model
- Organized a task force to address each issue based on implementation plans that LoBue presented
- Implemented 24-hour turnaround standard for file requests
- Developed new functions without increasing staff
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