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

Tools

• Workshops
• Brown paper sessions
• Progress reports

Results

• 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