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Byline: Marilyn Alva
A group of Western Union employees came together last spring to find a way to more quickly enroll the agents it licenses for money-transfer operations.
As a first step, team leaders from Western Union's parent, longtime financial-services standout First Data Corp., mapped out all the steps in the process and the many employees involved. To further help everyone visualize what everyone else did, flow charts were put on the wall.
"You can't fix what you can't see," said Scott Mitchell, First Data's senior vice president of process improvement. "Sales will know what Credit did and vice versa."
Then they tried out the best ideas in real-life situations in the field.
In five days, Western Union -- now First Data's biggest division -- came up with a new, leaner way.
Lean Services