A mortgage broker is an individual (or company) that accepts mortgage applications (and all necessary related documentation like proof of income, etc.) from a person(s) and attempts to locate a home loan for which he/she (they) can be approved.
Create a service blueprint for a mortgage broker?s office. Clearly delineate the portion of the blueprint that contains the steps in the process that the customer can ?see? from the steps in the process that the customer cannot see. Assign reasonable time estimates to each of the steps in the process (both those that the customer can see and those that cannot be seen), and calculate a total (minimum) length of time that it would take to satisfy a customer who was always available and provided all needed information immediately upon request.
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