Answer ALL the questions in this section.

SA Home Loans

South African Home Loans is a mortgage finance company and insurance provider in South Africa. It was founded in

February $1999$ and is headquartered in uMhlanga, South Africa, near Durban. Its services cover origination and credit

approval through registration and ongoing loan servicing.

SA Home Loans is an independent, non$-$bank home loan provider that has pioneered a more diverse financial infrastructure

in South Africa $($SA$).$

From a modest start$-$up operation opening for business in $1999,$ SA Home Loans $($Pty$)$ Ltd $($SAHL$)$ has flourished amid

powerfully entrenched competition and global financial turmoil. It has become SA's $5$th most significant and largest non$-$

bank home loan provider. After over $20$ years, it is solidly established with a solid and recognizable local brand. It has

serviced a sizable mortgage portfolio that originated over R$140$ billion $($approx$.$ US$$10$ billion$)$ and enabled home ownership

to more than $300,000$ clients since inception.

As a non$-$bank home loan provider, SAHL. pioneered new techniques for raising funding from the South African markets to

fund its loan portfolios $($securitization$).$

As a specialist home loan provider, its operations cover the full spectrum of home financing, from its sales force for

origination and in$-$house credit structures to ongoing client and loan servicing and related insurance products. The South

African Home Loans works closely with uMhlanga brokers based in uMhlanga near Durban.

You have been appointed as a Business Analyst for South African Home Loans to create and analyze their loan

underwriting business process model to facilitate business process improvement to improve customer satisfaction and

increase their revenue at the end of the $\frac{2023}{24}$ financial year.

The CEO has requested that you complete this project before $31$ July $2024.$ You have conducted stakeholder engagements

to elicit and gather stakeholder requirements, analyzed policy documents, analyzed standard operating procedures,

performed interviews with subject matter experts $($SMEs$),$ and observed the various processes from the broker firm and

South African Home Loan offices to gather all the required information to create your current state business process model.

Loan underwriting.process

You have discovered that customers apply for mortgage loans through uMhlanga brokers. The Loan Officer from the broker

firm then submits the loan application to the Loan Consultant at South African Home Loans via a legacy system. The Loan

Officer takes five days to facilitate this process. The legacy system has a limit of three applications that can be loaded on

the system per day. Thus, only fifteen applications can be processed each week. The loan officer receives five to ten

applications per day.

Once the loan application is loaded into the legacy system, the Loan Officer forwards the application documents to the

Loan Consultant via the legacy system. The Loan Consultant receives the message from uMhlanga brokers and reviews

the application; if the application is complete, the Loan Consultant submits the application to the loan Underwriter in the

underwriting section at SA Home Loans. If the application is incomplete, the Loan Consultant will request the Loan Officer at

uMhlanga Brokers to edit the loan documents to meet the requirements.

The Loan Officer reviews and edits the loan documents and submits them to the Loan Consultant at SA Home Loans. Once

the edited documents meet all the requirements and the application is complete. The Loan Consultant submits the loan

application to the Underwriter. As a sub$-$process activity, the Underwriter assesses the application; if the application is

incomplete according to the loan underwriting standard operating procedures of the company, the Underwriter will send

back the application to the Loan Officer to review and edit underwriting documents.

The Loan Officer from uMhlanga Brokers will then review and edit the underwriting documents and submit them to the

Underwriter. The Underwriter assesses the application again to see if it meets all the requirements, decides, and sends a

decision notice or message to the Loan Officer at uMhlanga Brokers to inform the customer about the outcomes of the loan

application. Note that the loan application can be approved or declined.

SA Home Loans has received fifty customer complaints through its customer relationship management unit. Out of those

fifty complaints, fifteen approved applications were cancelled by customers. Customers are complaining about the number

of days it takes to receive loan application feedback from SA Home Loans. Comiliai I

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Cemiliais:

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