The peer regrouping hurt two of our ‘star’ branches on paper, which was uncomfortable in the room—but the deposit commentary finally matched what regional managers already knew from visits.
Client stories
What operations teams said after the work
Comments below refer to specific engagements—reviews, packs, and workshops—not generic praise.
We kept asking for a thinner EXCO pack and somehow ended up with more tabs every quarter. Page Horizoncore forced a definition page and cut six charts we were defending out of habit. The first clean month felt almost too quiet.
The workshop ran long because we argued about express counters versus full-service peers. That argument was the point. We left with written rules instead of another vague action item.
Commentary landed on time, though we once sent extracts two days late and the notes were thinner—as they warned. Fair trade. Our managers now open the narrative before the colour cells.
Extended note
Forty-two branches, three source systems, one storm season
A Hong Kong retail network asked for a Branch Performance Review after EXCO disputed year-on-year deposit charts. Extracts came from core banking, a queue system, and a facilities uptime log that had never joined the scorecard.
We spent the first two weeks on definitions and peer groups, then visited eight branches—including two that looked “soft” only because renovation noise cut afternoon footfall. The final pack separated storm-adjusted hours from true demand shifts. Regional managers still challenged two thresholds; those changes were logged and applied the following month rather than rewritten the night before EXCO.