💳 Case Study: Driving Efficiency at a Mid-Sized MFI in Kampala
🧭 At a Glance
A mid-sized Microfinance Institution (MFI) in Kampala partnered with SORTAgile, supported by training and coaching from Gwendo, to address inefficiencies in loan approvals, client onboarding, and internal workflows. By applying Lean management principles, the MFI streamlined its operations, cut costs, and positioned itself for growth.
- ⏱ Loan processing accelerated by 40%
- 💰 Operational costs reduced by 25%
- ⚡ Faster decision-making across loan approvals and customer service
- 🤝 Improved teamwork and role clarity
- 🌱 Institution prepared for sustainable growth
- 📈 Asset loan target exceeded by 150%
🚦Stage 1: BEFORE- Operational Inefficiencies
- 👥 Staff unclear about roles and responsibilities → duplicated efforts
- 📝 Loan approval and client onboarding lacked standardized steps
- 🕒 Slow decisions delayed loan approvals and service
- 📑 Manual paperwork consumed significant time and resources
🚦Stage 2: DURING -Lean Redesign
Through several kaizen workshops, the team:
- 🗺️ Mapped key workflows (loan approvals, client onboarding) to spot bottlenecks
- 📋 Designed standardized step-by-step procedures for clarity and consistency
- 📊 Introduced visual tools (flowcharts, Kanban boards) to track work and delays
- 👥 Facilitated staff workshops to secure buy-in and alignment
- 📈 Set up performance tracking systems to measure progress and sustain results
- ✅ Clearer roles reduced mistakes
- ⚡ Loan approvals sped up with standardized steps
- 🙌 Staff gained ownership by co-designing processes
📈Stage 3: AFTER – Faster, Leaner, Ready to Grow
- ⏱ Loan processing time cut by 40%
- 💰 Operational costs reduced by 25%
- ⚡ Faster decision-making improved client service
- 🤝 Clear roles boosted collaboration and teamwork
- 🌱 Efficient workflows enabled scaling without adding more staff
- 📈 Asset loan target exceeded by 150%, PAR 60 at 2.5%
The Journey in One Line
📝 Paper-Heavy & Slow →
🛠 Lean Redesign →
⚡ Faster, Scalable MFI
✨Lean Driven Growth
This case demonstrates how Lean management principles, combined with hands-on coaching, can help MFIs eliminate waste, improve service, and strengthen their capacity for growth.