Minor changes can improve major IT-processes

A medium-size insurer received feedback from its client that policy and change processing took 2 times as long as desired and even 4 times as long as the best-in-class competitor. There were no IT resources available because the entire IT staff was working on a major strategic project. MSR was asked to improve – without major IT changes – the processes for accepting and processing new policies and changes.

Our approach

  • Brown paper process description
  • Work sessions process optimization
  • Coaching and counselling in transit changes
  • Tuning sessions


  • Workshops
  • Brown paper sessions
  • Progress reports


  • Transit time improved (10 places up compared to the competition)
  • Improved capacity on acceptance department (20% more policies per FTE)
  • The quality was high and remained high