National Microfinance Bank Plc (NMB) is one of the largest commercial banks in Tanzania, providing banking services to individuals, small to medium sized corporate clients, as well as large businesses. It started initially as a payments and small finance bank and later became a fully- edged universal retail bank.

Due to its size, the Bank was facing a number of operational challenges. There was lack of process standardisation. There was no system for dissemination of information on operational processes & procedures to sta . Non-availability of clear work instructions and guidance to correctly use the IT systems was leading to errors in transaction processing, especially loan processing. Also, there was no mechanism to notify changes in policies & regulations to staffs, and to ensure that these were read and correctly understood. Customer service was getting hampered considerably.