Background
The financial services industry in the Middle East is undergoing unprecedented transformation. Heightened competition, stringent regulatory expectations, and rapidly evolving customer demands are reshaping how banks operate. To thrive, banks must deliver faster, more accurate, and more customer-centric processes across functions such as lending, account opening, compliance, and back-office operations.
To stay ahead in this environment, the bank recognized the need for a structured, data-driven methodology, a Lean Six Sigma capability-building program that would help employees eliminate errors, improve efficiency, and sustain operational excellence across the organization.
The Challenge: Building a Culture of Sustained Process Improvement
A leading regional bank sought to strengthen its operational excellence journey by developing a comprehensive Lean Six Sigma capability within its operations team. Achieving this required:
- A structured, proven approach like DMAIC to define problems, measure performance, find root causes, implement solutions, and control processes.
- A way to ensure effective knowledge transfer, continuous skill development, and a measurable return on investment (ROI) from the training program.
- A robust system for HR and line managers to assess and monitor both individual and group participant performance in real-time.
The Solution: Kaplan’s Lean Six Sigma Transformation Program
The bank partnered with Kaplan to design and deliver a customized corporate Lean Six Sigma program, empowering employees with the tools, structure, and confidence to effectively solve operational challenges.
1. Custom DMAIC Framework Integration
Kaplan implemented a structured 5-phase DMAIC methodology (Define, Measure, Analyze, Improve, Control) to guide all improvement initiatives, enabling participants to apply a consistent problem-solving approach across the organization.
2. Blended Learning Through a Secure LMS
To ensure long-term reinforcement and continuity of learning beyond the in-person sessions, Kaplan deployed its proprietary, secure Learning Management Platform (LMP). This blended learning approach was a strategic decision to support participants with equivalent, continuous access to training resources, facilitating concept recall and application.
LMP Features and Strategic Impact
The platform served as a central hub for all digital modules, practical tools, and reference materials. Key features included:
- Participant Assessments: Access to pre/post-training assessments crucial for evaluating training effectiveness and Return on Investment (ROI).
- Course Slides: Review of presentations used during the training sessions, serving as a comprehensive reference library.
- Class Notes: Trainer notes and detailed examples for post-training review, helping to reinforce learned knowledge long after the session.
- Virtual Lecture Links: Centralized access to online lecture platforms (Zoom/Webex), which minimized operational challenges and increased accessibility for the cohort.
- Recorded Videos: Participants could review full lectures through online video recordings at their convenience, supporting self-directed, asynchronous learning.
- Bite-Sized Video Learning: Access to short, focused learning videos that helped participants build a foundational understanding prior to the training program.
Our platform provides participants with equivalent support to in-person sessions, offering video tutorials, trainer notes, and query-based forums for concept recall.
3. Data-Driven Accountability and Governance
Kaplan deployed its exclusive Dashboard Reporting System to give HR and line managers an opportunity to assess participant performance in real-time.
The Dashboard Reporting System provided robust features for transparency and actionable insights, enabling Micro and Macro Dashboard Reports for managers and HR Leaders to compare participant performance both individually and by group. The reports could be customized to include Diverse Reporting Elements beyond standard scores, such as technical expertise, engagement, and attendance.
This transparency allowed the bank to measure the program’s impact and maximize ROI.
4. End-to-End Project Management Support
Kaplan’s project team provided end-to-end operational management covering preparation, delivery, and closure to ensure smooth execution, risk mitigation, and stakeholder alignment throughout the program.
Impact: Transforming Learning into Measurable Performance
Kaplan’s Six Sigma program achieved significant results and high participant satisfaction:
- High Satisfaction and Recommendation: Participants gave the course an overall rating of 90% and rated the trainers’ subject matter knowledge and professionalism at 95%.
- Enhanced Decision-Making Skills: The program empowered participants to apply Lean Six Sigma principles to execute complex process improvements, leading to enhanced operational efficiency and documented cost savings. Participants reported a significant gain in:
- Logical analysis of operational problems and reaching scientific solutions.
- Analyzing data and making use of the insights obtained from it.
- Problem-solving and making corrective decisions for project deviations.
- Measurable Training ROI: Kaplan’s data-rich dashboard reports allowed the bank to quantitatively track participant performance, evaluate training effectiveness, and identify the ROI of the human capital investment.
Transform Your Operations with Kaplan’s Corporate Training Expertise
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