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Areas of Expertise
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The Robert E. Nolan Company specializes in
assisting banks, S&Ls, and credit unions to achieve measurable
improvements in service, quality, productivity and costs. Since 1973,
Nolan has assisted more than 525 clients achieve results in the following
areas.
Strategic Delivery Assessment
Nolan’s strategic delivery assessment helps clients to plan and align
innovative and customer-focused strategies. Our approach assists clients
to:
 | Improve customer satisfaction. |
| Effectively manage product and service delivery to exceed customer needs. |
| Keep up with technology and remain competitive in the marketplace. |
| Identify overall and line-of-business objectives and keep them in-sync. |
| Position people, processes and technology to achieve results. |
Bank Efficiency Ratio (Performance) Improvement
When it comes to benchmark data, Nolan is recognized as an industry leader. Nolan’s annual Efficiency Ratio
Benchmarking Study has earned prestige and recognition among top U.S. banks. We help banks:
| Identify line-of-business improvement initiatives to increase
productivity and efficiency. |
| Compare functional-level performance to institutions of
similar asset size. |
| Develop industry performance indicators at functional levels
that are specific, measurable and actionable. |
| Prioritize the lines of business that offer the greatest
improvement to the bank’s bottom line. |
| Reduce cost and improve income through diagnostic analysis,
creative design, evaluation of alternatives, recommendations
development and implementation. |
Business Process Design & Engineering
Streamlined and well-designed business processes will improve profits, simplify workflows and maximize
technology. We have helped organizations:
| Improve profits without adding cost or damaging service. |
| Create desirable and productive working environments. |
| Simplify workflows, remove bottlenecks, and improve accuracy and timeliness. |
| Improve the use of existing technology or recommend new systems. |
| Implement changes and measure their success. |
Revenue Enhancement
Nolan assists banks to achieve measurable
improvements in non-interest income and sales force capacity. We help
clients:
| Focus specifically on revenue enhancement opportunities. |
| Increase income without negatively affecting customers. |
| Identify and correct “leakage” in situations where your people, processes and technology may not
currently allow the bank to recognize income that has been earned. |
Strategically Linked Incentive Design
Clearly establishing service and sales standards, and rewarding employees for exceeding those standards, is an
effective way to design incentives. Nolan helps companies:
| Link performance compensation to strategic objectives. |
| Utilize a Key Results Matrix approach. |
| Develop and establish service and sales standards. |
| Gain new business and retain existing customers. |
Sales Force & Service Scorecard Development
Tracking and rewarding performance helps banks maintain a productive and satisfied workforce. Nolan has helped clients to:
Service Scheduling & Staffing
Staffing and scheduling must be properly calculated to meet customer and workflow demands. We help companies:
| Improve and standardize work processes. |
| Ensure tasks are completed on-time and within budget. |
| Balance staffing required and service expected with predictive models and routines.
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