A complete process redesign for an insurer.
Integrated system required
The claims processing division of a UK-based general insurer had embarked on an ambitious programme to specify and implement a bespoke, integrated claims management software system across their multi-site operation. It was recognised that an essential precursor to automation would be the optimisation, simplification and standardisation of their basic processes.
Process optimisation initiatives
The process optimisation project was conducted by a group drawn from all affected departments, and included:
Over the course of the project, a full set of current-state best practice Process Maps were created that had been reviewed and agreed by all key interested parties. The new automated system design was informed by future-state Process Maps created at the same time.
Model offices were created to refine process improvements:
Across all the pilots, Work Organisation (5S), Visual Management and short-interval control techniques were introduced and quality feedback mechanisms put in place to address long-standing problems and clear extensive backlogs.
All site managers and team leaders received operations management training and internal trainers were made capable of delivering the material to a wider audience. Staff involved with the project developed a solid understanding of process improvement and Lean tools and techniques as well as practical experience in their implementation. Importantly, they were left with the confidence and the skills to manage the rollout of new standardised best practices to the wider company and to ensure that process improvements were sustainable.
21% productivity improvement