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Preferred and Southern Pacific Mortgage Utilises eg's Solutions

Preferred and Southern Pacific Mortgage is utilising eg solutions approach to performance and service improvement to support an ambitious programme of transformation. eg solutions is working with management and staff to improve customer service and reduce costs. eg aims to develop a balanced range of key performance measures using the eg principles of production management supported by eg work manager software. These measures include service standards, staff skills, quality thresholds, work volumes and standard times allowing for an accurate, transparent and timely management of information, which would effectively replace the use of bespoke spreadsheets.

eg's objectives to identify capacity for growth, improve productivity, implement consistent management practices across both businesses, provide transparent management information, apply consistent quality and service standards and identify and realise operational cost benefits ensures that Preferred and SPML expansion plans are not compromised by corresponding increases in staff overheads.

eg solutions is supporting the delivery of administration to SPML's portfolio of customers with eg's three stage implementation programme with an aim to achieve Operational Excellence and deliver a step-change improvement in capability and culture in a short timescale. Throughout implementation, critical success factors are tracked and updated on a monthly basis to ensure all agreed project objectives and deliverables are being achieved. The core of eg's approach to implementing improved Operations Management includes a rigid training and development programme for Managers and Team Leaders in management behaviours.

Since implementation, effectiveness earned has risen in 6 months by 39.43% and efficiency has risen by 34.42% over the same period. These improvements are as a result of all staff fully embracing the eg concepts and all managers taking ownership of its continued delivery.



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