The sessions will be the fourth consecutive events for Preferred, but this is the first time they will have been extended across LMC and SPML. The sessions use independent facilitators to monitor intermediary opinion so that brokers and packagers are able to speak freely in an anonymous environment. This provides constructive critical feedback for the lenders, enabling the brands to keep in touch with the varying and changing demands of their core audience, increasing both standards of service and quality of products.
Previous Quality Circle findings revealed that topping the wish list of intermediaries came a desire for honest relationships with lenders and a demand for greater lender support and education with regard to compliance issues. It is hoped that this year will reveal any changes that have evolved in intermediary opinion and need, in light of inevitable changes in the market climate and customer demand.
Guy Batchelor, executive director, sales and marketing for Lehman Brothers Mortgage Capital businesses, commented: “We are committed to recognising and addressing intermediary needs. The Quality Circle feedback sessions have been successful because they empower our partners to participate in delivering ongoing and continuous improvements in the quality of services, products, and business practices.
“Knowledge management is a crucial part of our drive to further our organisational development, and this initiative is effective because we are committed to supporting the implementation of changes in response to feedback. Our business philosophy and values are to build, maintain, and institutionalise a culture of commitment, transparency, trust, and responsible lending. Feedback sessions such as the Quality Circles create a key communication network that is crucial in our drive to continually meet and exceed intermediary expectations.”
