Process diagram
BPMN 2.0 — Target process (To-Be). Based on real work experience. Details anonymized.
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Financing process (Auto dealership)
From ad-hoc intake to a controlled flow with KYC gating, timestamped checkpoints, and standardized bank decision reasons.
Overview
Domain
Automotive dealership (trucks / after-sales)
Role
Manager (Sales & Financing Operations)
Impact
Designed and implemented a controlled intake flow with quality gates, timestamped SLA checkpoints, and decision reason capture for analytics.
Bank response time [SLA]E2E turnaround time [KPI]Approval rate [KPI]
Case study
Standardized the financing intake from customer inquiry to bank decision using KYC completeness gates, SLA checkpoints, and KPI reporting—reducing rework and improving decision predictability.
From ad-hoc intake to a controlled flow with KYC gating, timestamped checkpoints, and standardized bank decision reasons.
Problem
- —Deals stalled due to inconsistent document intake and unclear ownership during handovers.
- —Rework loops (missing/expired docs, clarifications) and missing timestamps prevented reliable Bank response time (SLA) management.
- —Approval performance was hard to improve without structured decision outcome capture (Approval rate (KPI)).
Baseline (As-Is)
- —Document completeness checks were manual and inconsistent, causing repeated customer/bank follow-ups.
- —No systematic timestamps → Bank response time (SLA) could not be measured consistently, and E2E turnaround time (KPI) was opaque.
Intervention (To-Be)
- —Introduced a KYC completeness gate (checklist + mandatory fields) before bank submission.
- —Added SLA checkpoints with timestamps across lanes to track progress end-to-end.
- —Captured bank decisions with standardized reason codes to enable analytics and improvement.
Measurement (KPIs / SLAs)
- —Bank response time (SLA): submission sent → bank decision received/recorded
- —E2E turnaround time (KPI): inquiry received → contract signed / case closed
- —Approval rate (KPI): approved / submitted
Controls
- —KYC gate enforced before submission (required fields + checklist validation).
- —Audit trail: timestamps captured at each SLA checkpoint (request/received/submitted/decision).
- —Decision taxonomy: reason codes standardized for reporting and root-cause analysis.
Outcomes
- —Reduced delays by lowering incomplete submissions and rework loops.
- —Improved bottleneck transparency via lane-level SLA checkpoints and KPI reporting.
- —Increased approval consistency through better data quality at submission (metrics partially estimated / anonymized).
Process governance
Keeps the process stable through ownership, measurement discipline, review cadence, and controlled updates.
- —Process owner: Sales & Financing Ops (Dealership)
- —Data capture: timestamps at request / received / submitted / decision recorded
- —Review cadence: weekly SLA/KPI review + top reason codes
- —Change control: checklist and reason codes versioned, communicated, and audited
Ownership (RACI)
Clarifies who does the work, who is accountable, and who needs to be consulted or informed - so handovers stay frictionless.
| Step | Customer | Dealership | Bank |
|---|---|---|---|
| Provide required documents | R | A/C | I |
| Pre-check (KYC gate) | I | A/R | I |
| Clarifications / missing info | R | A/R | C |
| Submit application | I | A/R | I |
| Decision + reason code recorded | I | R | A/R |
| Offer / next steps communicated | I | A/R | I |
R = Responsible, A = Accountable, C = Consulted, I = Informed
Decision logic (DMN)
Decision table used to standardize the KYC completeness gate and make document checks consistent, auditable, and automation-ready.
Operational playbook (SOP)
Condensed SOP (excerpt) that standardizes execution across handovers and keeps every case traceable via mandatory timestamps.
Purpose & scope
—Ensure financing cases move consistently from inquiry to recorded bank decision, with controlled document quality and predictable follow-ups.
Roles & ownership
—Process owner: owns the SOP, metrics, and change control
—Case owner (Finance Ops): runs the case end-to-end and records timestamps/decisions
—Sales/Advisor: customer communication and offer/closure
—Bank contact: clarifications and decision
Execution steps
—Capture inquiry → create case
—Request documents → send standard list + deadline
—Validate KYC completeness gate → loop if missing/expired
—Submit to bank → track status
—Handle clarifications → resolve and resubmit if needed
—Record decision + reason code → communicate outcome
—Close case → archive and finalize
Mandatory timestamps
—request sent / docs received / submitted / decision recorded
Standard templates
—“Request missing documents”
—“Decision outcome & alternatives”
Escalation rules
—reminders after X days; escalate if overdue
—close case after Y days of no response (policy)
—switch to alternative bank/terms when rejection criteria are met