| Apply Your Understanding Three Dot Four Capital Management John Sale was recently promoted to Senior Vice President of and provides a checklist of the information the applicant will Consumer Lending at Three Dot Four Capital Management, be asked to supply on subsequent Web pages. Clicking on the Three Dot Four is a large financial services organization ranked Continue button at the bottom of the Instruction page takes the among the top 20 financial institutions in terms of total assets. user to the first of four Webpages, cach containing a Web-based W key consideration in John's promotion was his past success form to collect the required data, leading the bank's quality and productivity group. In particular, The first Web page Personal Information, solicits Here appears to be a significant amount of dissatisfaction information regarding the applicant and requires entering among both the bank's customers and the bank's loan officers information in 33 fields. Information collected on this page with its online mortgage application process includes the applicant's and coapplicant's names, full addresses, The online mortgage application process is initiated when previous addresses, date of birth, Social Security numbers, a customer clicks on the Apply for a Home Mortgage Now phone numbers, e-mail addresses, and so on. To continue on to link on Three Dot Four's homepage. This link takes the user the next page, the user selects the Continue button located at the to an Instruction page that overviews the application process bottom of the Personal Information page. When the Continue (continued) button is selected on a given pape, a check is made to ensure applications received via the moil and applications completed that none of the required fields has been left blank. If the val- to of the bank branch offices dation check is passed, the next Web page in the application Initially, John identified two areas in need of mwenent proces is displayed. In cases where the validation check fails the times loan approval decisions and the accuracy of the the blank fields are highlighted and the user de to enter the information in loan applications submitted online la reine of formation in these licids. the Damen of loan approval decisions over the last comitea Once Information has been entered for all required year, the company has received numerous complaints fm fields on the Personal Information page, the second page applicants questioning the organization's fatmess in my Property. Loan, and Fapenses is displayed. This page is loan approval decko. To begin understanding this problem used to collect information about the property the loan will John initiated a study in which 25 loan applications were ran be used to purchase the type of loan the applicant desires domly selected. These lows applications were the evalued by and information about the applicant's monthly expenses. In aparic of the experts to determine whether the loan total the Property, Loon and Expenses page contains 10 be approved or rejected Next, three loan office were selected data fields and asked to come each of the 25 loans two times the de Once the information has been caled for all requwed fields collected from the soudy is summanred in Table 1 on the Property, Loon, and Expenses page, the Employment to investigate the issue related to the accuracy of page a displayed. This page captures information about the infomation in online mortgage applications, Jobe formed applicant's and coopplacant's employment history, including process impremtam The team began by collecting dau salary and other income information. The Employment o the total number of his cach page in the Web applicat contains 16 ser liedi Finally, the lau Web page in the appli process received as well as the number of times the powe cation process captures information about the applicant'tally completed during the munih of January. In addition, the Assets and Liabilitie. In particular, there asked to supply camperformed a detailed det of all the information that was information about checking savings accounts, credil bitted during lumayan talled the number of fields that cand accounts, incluent accounts, car loans, and so on. In contained across all subinitted information. A surnar total, this page contains 22 data fields of the team's primary results is then Table 2. When the applicant click on the Submit Application button at the bottom of the Assets and Labis page, a final Question validation check performed and the information is Wubs de PMO for the loan applications used ferred to co of the bank's loan officer. The loan officers via the Web sequently print out the informatie and then add the apple cation to their backlog of other in proces applications To 2. What could be done to improve the DPMO even at the work on the latticers, all on officers 3. Ring de fairness of the loan appeal per what process loan wpplications subined via the Weh, as well as commendates would you make? Table Summary of Loan Approval Fairness Study Loan officer 1 Expert panel Jan 1 Feb 1 A 2 A Loan officer Feb 1 A A Loan offer Jan 1 Feb 1 A A A # H A of 3 Loan officer 1 Jan 1 Feb 1 Loan officer 2 Jan 1 Feb 1 Expert panel Loan officer 3 Jan 1 Feb 1 R La 10 B R 11 12 13 A A A A A 1 R 15 A 1 A A A A R 20 R R R A R 23 R A R R A A A A A A 22 23 R R R R R R A 24 A A R R R A A A R A Aproved Table 2 Online Mortgage Application Submissions, January Number of his Number submitted Ponomation 108,571 68,400 color, and expense formation 68.400 62.925 Engkantution 62.926 19,781 And by Wormation 59.781 Number of errors 45,144 22,025 25.695 51.469 SAMSUNG