Dispute Resolution End-To-End Process Diagnostic

The consumer dispute resolution provider was suffering from high work in progress and long turn around times across the end-to-end Investment case dispute resolution process. The case investigation process was inefficient, lacked standards and contributing to a backlog of case files that were not resolved. A new performance objective related to turnaround time for investigations was  set by management that required 80% of cases be resolved within 180 days.  With the current state process, this performance objective was not achievable.

Dispute Resolution End-To-End Process Diagnostic

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