A group of bankers is looking to improve their current loan payment processes. They have a variety of opportunities, including delays in sending reminders, misplacing documents, late updates to payments, and customer complaints about the difficult task of getting to speak with a representative over the phone. What should the bankers do?

Choose one of the methodologies and develop a plan on how the bankers can improve their process. Keep in mind that there is no data, and you are just giving an example with one of the methodologies.