Nathalie Caron, BNP Paribas Fortis

Improving our colleagues' working condition in bank agencies

BNP Paribas Fortis is struggling to regain its customer satisfaction and operational quality. A Lean initiative has been launched to “Restore the client satisfaction by improving “IT working conditions” of the colleagues in Branches and Easy Banking Center”. This program is called 101 Quick wins. In her talk, Nathalie explained how they set up the program, do Problem solving using the PDCA and presented a concrete problem: the story of two asset managers who dramatically improved the satisfaction of their users after an eye-opening Gemba walk in an agency. She told how they found the root causes of their problems using the scientific PDCA approach, and how they solved many exasperating issues which had made their colleagues' life quite difficult for several months. The agency manager was quite pleasantly surprised: "It's the first time in my career I see people taking care of issues in a such a way".  
  Biography: Nathalie Caron is an IT Lean Leader @ BNP Paribas Fortis Belgium. She leads the 101 Quick wins. She is one of the founders of the Lean in IT at BNP Paribas Fortis since early 2014. She holds a master in Relations Industrielles from Université Laval in Canada and a bachelor in computer sciences from CDI College in Canada. She has a strong IT background in IT infrastructure and in IT process management. She is also an Internal Quality Auditor at BNP Paribas Group. Her motto: “work smarter not harder”.