Mortgage and bridging finance provider wanted to use Lean Six Sigma methodologies to drive operational excellence

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The client

We worked with a residential, buy to let and semi-commercial lending group which also provides buy to let and semi-commercial first charges for term and bridging finance.

Their needs

The client requirement was to design and deliver a training programme to develop key operational excellence project leaders to Green and Black Belt certified level of Lean Sigma competence who did not have previous experience of advanced improvement techniques.  Independent certification was also important to demonstrate rigour both internally and to the regulatory authorities

How we helped

We tailored training materials for both Lean Sigma Green and Black belt to suit the operational environment of the Client. Training was delivered on site. Black belts and a deployment leader were developed from the ranks of green belts and the training and review programme was internalised with the guidance of our master black belts. Regular on site and remote coaching was provided. Formal certifications of completed projects were authenticated through Paloma’s demanding requirements, and also supported by British Quality Foundation approval.  


Several projects were completed providing a return on investment, including:

  • Increased profitable lending conversions

  • Ensured compliance with FCA Treating Customers Fairly outcomes reporting

  • Reduced the percentage of complaints which did not drive change

  • Reduced time taken on buildings insurance administration

  • Reduced % of wrongly delivered mail

  • Improved compliance with buildings insurance requirements


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