ANSWERS

1. Current State Analysis

i) Hight cost to income ratios

ii) Low customer satisfaction
iii) High cycle time
iv) Borrower is contacted for the same set of information by different parties

2. Opportunities

i) Divestification of non-core assets- help in lowering high cost to income ratios

ii) Some of the Roles and responsibilities should be outsourced- This can save time and
yield good results
iii) Use of Artificial Intelligence- in starting, the impact may not be more but in due
course of time, it will be very useful
iv) Work culture – Better work culture would also help customers get better
satisfaction. If work culture is not good, employees will not like working there and so
they will not be able to help customers.

3. Implementation Approach

i) Use of Artificial Intelligence- Artificial Intelligence will help in lowering costs, saving
time, make faster decision based on outputs from cognitive technology. Since
customer satisfaction is low, AI can use data to offer better customer experience.
The cycle time will also be reduced. Business workforce can be optimized for cost
savings.
ii) Outsourcing- It will help in reducing the cycle time and generate revenue for the
company in medium and long term. A thorough check for outsourcers should be
done and made aware of the culture fit.

4. Business case as per Program objectives

i) Checks should not be rule based and template driven

ii) There should be an app with AI features to automatically solve queries related to the
different roles mentioned.
iii) There should be high utilization and workflow for processors
iv) For loan officers, the checks should not be manual. It should be automatic.
v) There should not be multiple appraisal orders