The power of process: financial institutions have devoted much time and resources to becoming...

The problem with financial services is that it is very hard to see where waste is happening. In a car factory it's very easy to see if you are wasting metal by cutting doors inefficiently. You notice if one part of the production line is holding up everybody else. You can also quickly and definitively measure output, efficiency and quality by counting and assessing the finished cars.

It's more subtle in the case of financial services. Waste could be a call centre operator surfing the internet because he's not receiving enough calls. It could be a day lost resolving conf