″Enhancing Operational Excellence through End to End Process Management- TD Bank Case Study″ was the title of a recent webinar conducted by Leslie Behnke. Leslie is Vice President Process Improvement and Service Quality at TD Canada Trust. Highlights of this webinar are presented as quotes below. A link to view a recording of this webinar is available at the end of this blog. Please share your thoughts about this exceptional webinar in the comments section.
TD Bank on Success
″ [TD′s] been around about 160 years. Today TD is the 5th largest bank in North America with 22 million customers worldwide. Our adjusted earnings last year were a little bit over 8 billion dollars, and 80% of our earnings do come from retail.″
TD Bank on Mission
″We are always striving to be the better bank, which means a huge focus on continuous improvement… not just do continuous improvement but to live it each and every day.″
TD Bank on End to End Process Management
″You don’t just jump from doing nothing with process to End to End process management… You actually have to build a foundation of even understanding why is process important… get some traction with actually getting some results so that you have your proof points… start really expanding the culture for continuous improvement through the training and getting more and more of those discrete projects… look for opportunities to link those discrete projects together… rename what you are to process excellence because that is what you′re doing for the company… then ultimately really start focusing on End to End process management, which is linking it together.″
TD Bank on Training
″We’ve partnered very closely with Smarter Solutions. From the beginning, I recognized that in order to have a good team of process experts we needed to have some of the best training and expertise that was available.″
″…felt that [Forrest Breyfogle’s] approach to incorporating Lean and Six Sigma along with the alignment to the strategy of the company was [a] critical component of what I was trying to accomplish. And also I wanted a very good, highly-regarded, technical program as well, so I’ve been working with Forrest and the Smarter Solutions′ Company to provide all of my Black Belt, Master Black Belt and Green Belt training. ″
TD Bank on Leadership Support for Lean Six Sigma
″It does require commitment at the top of the house… We started with one very influential executive. ″
″The biggest challenge is you′re very committed to this methodology. You’ve seen the results. You’re working with businesses who’ve seen the results. You’ve got maybe a person in the value chain who′s upstream who really needs to be doing this work, but… it becomes the biggest challenge when you′re doing end to end value chain management to get everyone along the value chain to truly understand, with one methodology, how we need to work together.″
Webinar Link and Your Thoughts
The above is some of the quotes that we noted from Leslie′s webinar. A recording of the session is available through ″Enhancing Operational Excellence through End to End Process Management- TD Bank Case Study.″
Hopefully you will share your thoughts about the webinar in the comments section below.