Implementing Service Quality. A Document Imaging Case Study Lori Dellinger

Transcription

1 Implementing Service Quality Records Management Standards A Document Imaging Case Study Lori Dellinger

2 About me Image Quality & Loan File Manager at Citizens Bank Responsible for integrity of physical and electronic Consumer, Commercial and Mortgage loan records ASQ Member since 2004 ASQ Member Leader since 2006 Current Service Quality Division Chair Co-Founder of Young Quality Professionals Network

3 Image Quality Functions Prep/Barcode commercial loan files for scanning Index commercial loan files, executed loan packages and trailing docs Index new money applications and portfolio documents that initiates workflow for another department Quality review of booked loan document images Research requests and error corrections Maintain a concise borrowing entity list

4 The Challenge Bring service quality standards to commercial loan document imaging 5 years of history Decentralized environment Limited system requirements Paper intensive environment Centralization & imaging of over 7,000 credit files in 6 months

5 There were many days I felt like this!

6 DEFINED STANDARDS CONTINUALLY IMPROVE SERVICE QUALITY TRAINING AND DOCUMENTATION MEASURE PROGRESS

7 Define Standards Review every single commercial loan document type Identify metadata most used to retrieve (i.e. name, account, TIN) Identify required and when known keywords Create document date standard Understand difference between back file and production

8 Keywords in Red are required Assignment of Keywords

9 Training & Documentation

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11 We used a form to ensure that we had a method to collect user feedback.

12 Becoming a Team Moved from department of 1 FTE and 6 temps to 8 FTE over the course of 2 years Acquired responsibility of file room staff during this time period Created cross training grid to accommodate varying levels of experience and increase depth of knowledge

13 Measure Progress Service Level Results Report Mar Apr May* Jun Jul Aug Approval Indexing- Items imaged within 30 minutes of entering the queue* Volume # Missed % 87% 96% 89% 93% 95% 92% Port Indexing- Items indexed within 24 hours of entering the queue Volume # Missed % 99% 100% 94% 100% 100% 100% * System issues unavoidable downtime

14 Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Scanning Indexing Because we have been working in an image environment for almost 3 years, many of our files are now imaged Indexing volumes are decreasing FR Scanning FR Indexing IQ Scanning IQ Indexing 0

15 More Challenges Service level standards adherence when supporting five regions in centralized indexing New money applications have 30 minute time Easy to get backed up when a large attachment comes through Data showed we were missing SLA Portfolio monitoring docs have 1 business day Other departments became accustomed to us getting work done within a few hours

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17 Reviewing the Data 92% of the time we missed SLAs it was by 60 minutes or less Snowball effect once the staff member got behind it was difficult to catch up leading to missed SLAs throughout day

18 Continually Improve 1. Staff member to alert management or identified back up when a large request comes through 2. Backup between 7:30-8:00 a.m. identified 3. Check sheet developed to track times items via 4. System report reviewed for scan queue times 5. Service level reporting developed to identify 6. Monitoring progress through next 90 days

19 Examples of Improving Data Integrity Former Process Borrowing Entity field was free form which meant that variations of names existed TIN not required 50+ people could index incoming credit documents Quality assurance routine did not exist post imaging Document date defaulted to scan date which meant it was challenging to find documents when large file imaged Current Process Now name must exist in list prior to indexing, in addition to process put in place to add and maintenance names centralized within my team TIN is required and auto populates based on Borrowing Entity name that s chosen Centralized within Imaging team to allow for a group of experts to emerge with consistent indexing All loan documents associated with a booked loan go through verification and error reporting Date of document keyword was deployed and required

20 Live Demo of Service Quality Body of Knowledge

21 About the Service Quality Division We seek to provide members with opportunities to continuously learn from and network with other quality professionals Events & Projects Sponsored by Service Quality Annual Service Quality Conference October 15 th -16 th in the Inner Harbor of Baltimore, MD ( Quarterly e-newsletter The Competitive Advantage Free webinars recent topics were Employee Engagement and Avoiding Service Quality Disasters Member-led development of the Service Quality Body of Knowledge ( Member appreciation breakfast at WCQI LinkedIn Discussion Board

22 Questions?