Academics / Undergraduate Program / Client Project Challenge / ProjectGP Vivienda Mortgage Process Optimization
GP Vivienda Mortgage Process Optimization
September 25, 2025
GP Vivienda asked the team to look at how mortgage applications flow through the operation and whether the current “everyone does everything” approach is the right model for scale. Like many high‑volume service processes, uneven arrivals and many handoffs create bottlenecks, idle time, and rework—issues that show up as slower cycle times and inconsistent customer experience. The project framed this as a strategic operating‑model decision, not just a speed or staffing tweak.
Using workflow mapping, descriptive analytics, and scenario testing, the team compared the status quo with a redesigned approach built around two simple ideas: smoother intake (light queuing/appointment windows that reduce peaks and lulls) and specialization (small pods aligned to loan type with clear customer‑facing and processing roles). The analysis indicated that this structure can increase throughput and predictability without major systems changes.
To support a decision and phased rollout, the team delivered a concise toolkit: visuals that make bottlenecks visible, a staffing pattern that aligns work with skills, and a way to monitor performance as changes take hold. Some external steps will remain out of GPV’s direct control, but the recommended model gives managers clear levers to keep teams productive and customers better served.
“The team of Alex, Emilio, Jayant, and Paul was outstanding. Beyond their expertise and sophisticated analysis, they were highly responsive and adaptable throughout. Their results are helping us think through a strategic reorganization to better serve our customers. On another note, these projects with Northwestern continue to be valuable for us.”
— Pablo Garza Villareal, GP Vivienda
Project End Date: May 30, 2025
Key client contact: Pablo Garza Villareal
Student team: Alex Alvarez Gutierrez, Emilio Perez Castillo, Jayant Khandelwal, Paul Kim
Faculty Advisor: Zhaoran Wang
About GP Vivienda: Here is a blurb from the website:
- Grupo GP was founded by José María Garza Ponce in 1966.
- Grupo GP has 7 divisions, one of which is focused on housing called GP Vivienda. In its 50+ years in the market, this division has built and delivered over 125,000, and is amongst the largest homebuilders nationwide.
- GP Vivienda has presence in 5 states, over 5000 employees and is vertically integrated from land sourcing, permitting, construction, sales and post-sale servicing.
