Non-stop growth can make an organisation complacent, eventually leading to stagnation. This is what worried HDFC Managing Director Renu Sud Karnad all through the past year. Between 2006/07 and 2010/11, India's largest mortgage lender grew at a compound annual rate of 22 per cent, higher than the banking sector's 20 per cent rise. So she decided to revamp internal processes. Be it the delivery of loans, legal checks, or compliance issues, every service was overhauled to make it faster and customercentric.
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