The 1st challenge: The merger with Chemical
Bank meant an increase from $1.5 trillion to $3 trillion in check processing
a day. How to merge the different systems and operating procedures to
ensure uninterrupted service?
The solution: A team of Aha! writers produced
procedures for critical aspects of check processing, including receipt
and preparation, sorting, coding, repairing, researching, and delivery.
The result: 11 million checks processed each day with virtually no disruptions
in service to Chase's 25 million customers.
The 2nd challenge: Major operational areas in Chase were relocating from New York to Dallas. How to transport that knowledge to get new hires in Texas up and running quickly?
The solution: We produced procedures for mission-critical areas and converted them into a comprehensive training program, which included support materials, such as job aids, quick reference cards, and reference guides