The briefing note is a case study on operational excellence path adopted by a microfinance-oriented thrift bank in the Philippines. The bank started its operational excellence drive in the year 2012 with focus on three key excellence parameters i.e. efficiency, productivity and quality. The bank reported positive results as an outcome of their initiative. In the period of 2012-13, the bank streamlined its systems and as a result achieved reduced expenses and increased process efficiency. The direct expenses have reduced by 30% and business income increased over 70% in the reporting period. As the bank nears break-even, it has set ambitious targets for both business and efficiency by 2016. The bank aims to increase its business by 3 -4 times from its existing levels and achieve this with a tight control on cost of delivery.

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