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Service Delivery Process Case Study - Small Business

This case study highlights a real-life small business' journey in documenting their service delivery process in order to manage their growth, retain their best clients, and ensure a consistent and high quality customer experience. This case study is the sixth in a series of 7. Visit my profile to view the others.

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Service Delivery Process Case Study - Small Business

  1. 1. What is a Service Delivery Process? A special type of business process that describes how a company delivers its core service or product to its customers. It is also referred to as “value delivery”. Copyright © 2007—2016. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The Service Delivery BlueprintTM and the business process diagrams and schematics shown in this case study are property of Equilibria, Inc. and is intended for educational purposes only. Reproduction and distribution for-profit is prohibited. Equilibria, Inc. +1 (404-964-2978)
  2. 2. Service Delivery BlueprintTM Our Version of a Service Delivery Process Identifies how you deliver your core service or product to your customers Copyright © 2007—2016. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The Service Delivery BlueprintTM and the business process diagrams and schematics shown in this case study are property of Equilibria, Inc. and is intended for educational purposes only. Reproduction and distribution for-profit is prohibited. Equilibria, Inc. +1 (404-964-2978)
  3. 3. The Problem Chandra was proud of her four-year old mortgage company—they experienced double-digit growth over the past two years mostly as a result of proprietary process that she innovated. This success meant that Chandra had to start hiring even more field representatives, but with no documented protocol in place, work output was highly inconsistent and things were quickly starting to unravel. Worse, they were starting to lose some important clients. Unless she got everyone on the same page soon, Chandra risked losing the company she worked so hard to build. Uncontrollable Growth Inconsistent Sales Process Client Loyalty in Jeopardy Copyright © 2007—2016. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The Service Delivery BlueprintTM and the business process diagrams and schematics shown in this case study are property of Equilibria, Inc. and is intended for educational purposes only. Reproduction and distribution for-profit is prohibited. Equilibria, Inc. +1 (404-964-2978)
  4. 4. Chandra walked us through her process as we meticulously documented all steps and any operational tools used along the way. Being neutral to the process, we were able to fill in process gaps by asking very detailed questions making sure we captured all aspects of the process. Further, we segmented the overall process into stages, worked with an I.T. company to automate many of their paper-based forms, identified all process bottlenecks and produced blueprints that could be shared with staff and clients. How We Helped Copyright © 2007—2016. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The Service Delivery BlueprintTM and the business process diagrams and schematics shown in this case study are property of Equilibria, Inc. and is intended for educational purposes only. Reproduction and distribution for-profit is prohibited. Equilibria, Inc. +1 (404-964-2978) LOAN PROCESS - DETAILED LEAD GENERATION 1. Exchange contact information with potential gateopeners/alliance partners. Examples include: Builders, CPAs, Financial Planners, Inspectors, Appraisers, Real Estate Agents, and Lenders. 2. Enter contact information into sales contact database. 3. Send an email to contact(s) made requesting a time to meet again one-on-one to further discuss alliance opportunities. 4. Send email template highlighting key services offered by S&R to all contacts in database at a frequency determined by general management. 5. As S&R receives borrower leads from alliance sources in sales database, input the borrower’s info into the Calyx Prospect database. 6. Send an email to the Senior Mortgage Consultant indicating that S&R has a new borrower lead. 7. Set up a date and time for the borrower to come to the S&R office for a pre-qualification interview. 8. Email, Mail, or Fax the following to the borrower at least three business days before the interview:  A Sterling & Rhodes “FAQ” list,  “Prequalification Questionnaire” form,  Any additional info that will help the interview process flow quickly and smoothly 9. Explain to potential borrower that if he/she prefers to complete the Prequalification Questionnaire during the interview, then they should expect the interview to last for at least two hours. PRE-QUALIFICATION 10. Conduct Preliminary Interview with potential borrower. Use the “Interview Checklist” as a guide. 11. Collect the completed Prequalification Questionnaire. If the potential borrower has not completed the questionnaire prior to the interview, ask him/her to complete during the interview. 12. Ask the potential borrower to sign and date the “Authorization to Pull Credit” form. 13. If the potential borrower is seeking to purchase property, then request that he/she also sign a “Sales Contract.” 14. End the interview telling the potential borrower about the next step of the process. Give the potential borrower a date that he/she can expect to hear an update from you. 15. Place all of the potential borrower’s info into a file folder, label, and forward to the Pricing Specialist. 16. Update the Calyx Prospect database. LOAN SELECTION 28. Call or Email the client and set up a date and time to meet at S&R and choose an optimal loan program. This meeting date must be no later than three business days after the credit report was pulled. 29. If the client cannot meet in person within three days after his/her credit report is pulled, then:  Immediately fax or email all disclosures, the Good Faith Estimate, and Form 1003 to the client,  Explain to the client that he/she must complete, sign, and return all documents by the third business day deadline.  Once you receive all signed documents, proceed to step #35. Set up a meeting with client.30. Prepare a preliminary “Good Faith Estimate” (GFE).31. Meet with client to discuss loan program options and rates based on present day’s rates and estimated fees. 32. Determine which loan program your client is most comfortable with. It is okay for you to make suggestions to the client, but always go with the client’s desired loan program. 33. Determine if client plans to put any money down or if the client wants to finance 100% of the loan. 34. Give an overview of the loan process and inform the client of other individuals who may be in contact with him/her throughout the process such as the Loan Processor.35. Inform the client of Disclosure and Appraisal fees that must be prepaid directly to Appraiser at time of appraisal. Explain to the client that signed disclosures are required by law. 36. Educate the client about rate-locking. If the client decides to lock-in a certain interest rate, then he/she must sign a request form to lock-in that specific rate.37. Afterwards, the client can expect the lock-in rate request form to take at least two business days to process. 38. End the meeting. Gather all signed paperwork and place into client’s file.39. Make sure you have documented, date-stamped and initialed all necessary conversations with your client in the conversation log. 40. Verify with compliance officer that all signed documents meet legal requirements. 41. Give the client’s file to the Loan Processor. 46. Update the loan progress spreadsheet/database.
  5. 5. Employee Training Time Revenue Client Satisfaction & Loyalty Value & Results Copyright © 2007—2016. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The Service Delivery BlueprintTM and the business process diagrams and schematics shown in this case study are property of Equilibria, Inc. and is intended for educational purposes only. Reproduction and distribution for-profit is prohibited. Equilibria, Inc. +1 (404-964-2978)
  6. 6. Copyright © 2007—2016. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The Service Delivery BlueprintTM and the business process diagrams and schematics shown in this case study are property of Equilibria, Inc. and is intended for educational purposes only. Reproduction and distribution for-profit is prohibited. Equilibria, Inc. +1 (404-964-2978) Note that many steps were intentionally omitted to protect the proprietary nature of this client’s process. LEAD GENERATION PRE-QUALIFICATION PRICING LOAN SELECTION LOAN APPROVAL & PROCESSING CLOSING External Sources(s) • Real Estate Agents • Real Estate Agents • Salespeople • Financial Planners • Builders • Home Inspectors • Accountants Mortgage Consultant Admin Assistant Mortgage Consultant Compliance Officer Pricing Specialist Mortgage Consultant Admin Assistant Mortgage Consultant Lender Processor Compliance Officer Courier Admin Assistant Lender Mortgage Consultant Closing Atty Processor Compliance Officer  Sales Contact Database (i.e. ACT!, www.salesforce.com)  New Lead Email Template  Joint Electronic Calender  Pre-qualification Questionnaire  Interview Checklist  Authorization to Pull Credit Form  Borrower File Folder (& Template)  FAQ  Sales Contract  Loan Progress Spreadsheet  Pricing Model  Uniform Loan Application  Request for Credit Report  Loan Program  Loan Process Overview  Good Faith Estimate  Disclosures  Form 1003  Program Comparison  Compliance Checklist  Request to Lock-in Interest Rate  Conversation Log  Processing Checklist  Loan Package  Appraisal Forms  Title Form Request  Insurance Declarations  Verification Forms  Payoff Cover Letter  Cash to Close Form  Tittle Commitment  Homeowner’s Insurance  Condition Statement  HUD-1  Clear to Close  Fee Sheet  Client Gift A. Potential Client is Referred by Outside Source B. Mortgage Consultant performs preliminary interview with prospective client C. Mortgage Consultant forwards Borrower Questionnaire to prospective client E. Pricing Specialist enters data from Borrower Questionnaire into Application, pulls credit & locates 3 loan options F. Pricing Specialist prepares disclosures, GFE & loan comparison documents & G. Mortgage Consultant reviews documents & schedules appointment with client to discuss loan options H. Client selects a loan option I. Mortgage Consultant gets Disclosures signed by client & collects income, tax & other documentation then forwards them to Processor J. Processor confirms data in Application orders title M. Lender reviews documents & requests additional information if necessary N. Processor gathers additional information & forwards it to Lender
  7. 7. Copyright © 2007—2016. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The Service Delivery BlueprintTM and the business process diagrams and schematics shown in this case study are property of Equilibria, Inc. and is intended for educational purposes only. Reproduction and distribution for-profit is prohibited. Equilibria, Inc. +1 (404-964-2978) All new and current staff could follow the blueprint with Within 90 days, Chandra’s team was able to grow sales by 25% largely because of their newly documented Service Delivery Blueprint: The average sales cycle decreased by due to better informed clients and process automation
  8. 8. Learn More Here Long cycle times Poor customer experience Ambiguous supply chain This case study represents one portion of KasennuTM, our revolutionary model for creating sustainable business infrastructure in fast growing small businesses. Copyright © 2007—2016. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The Service Delivery BlueprintTM and the business process diagrams and schematics shown in this case study are property of Equilibria, Inc. and is intended for educational purposes only. Reproduction and distribution for-profit is prohibited. Equilibria, Inc. +1 (404-964-2978)
  9. 9. Contact Us for more information. www.eqbsystems.com Questions? Copyright © 2007—2016. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The Service Delivery BlueprintTM and the business process diagrams and schematics shown in this case study are property of Equilibria, Inc. and is intended for educational purposes only. Reproduction and distribution for-profit is prohibited. Equilibria, Inc. +1 (404-964-2978)

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