Last year, Fleet Boston Financial’s Consumer Lending Bank embarked on an initiative to improve profitability and the customer and employee experience with the lending process. To do so, Fleet evaluated the end-to-end lending process and determined that business processes as well as technology should be revamped. Joe Paolantonio and Peter Edwards will describe the process for evaluating both the business processes and the technology, and explain how this end-to-end approach was a key to their success in this major transformation initiative. They will also cover their project implementation approach, where they are today, and what they have learned so far.