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Charles Schwab Profile:
Charles Schwab (Nasdaq: SCHW) is a leading provider of financial services to individuals, independent advisors and companies of all sizes. The company has been a leading innovator in the brokerage and investment services field for over 30 years.
Challenge/Opportunity:
With growing competition and complexity driven by many channels of service (retail, on-line, banking, etc.) Schwab sought to boost efficiency while improving the customer experience.
Pivotal Services and Solutions:
Over three-plus years, a series of solutions provided to establish improved change planning and execution, and deliver results.
- Executive coaching; support for improvement program management
- “Just-in-time” consulting and training for an array of improvement initiatives
- Infrastructure development and performance metrics identification
- Change Management consulting and stakeholder analyses
Results/Successes:
Impressive reductions in cycle times for critical client transactions (e.g. cut the time to open a new account in half). Expansion of improvement efforts from operations-only to cross-business, strategic activities. Helped drive new One Schwab effort to create greater collaboration and discipline across the organization.
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