case study: Claims Processing Improvement

BACKGROUND	Our client, a major financial services organisation that provides banking, insurance and investment products was facing a number of challenges: Recent legislative changes had increased the effort to manage claims A new system was being implemented to improve the effectiveness of the claims process Major concern about the impact on the efficiency of the claims process caused by the new system Undertaking major training programs to prepare for the new system
OUR ROLE	reveal group's approach was initially to provide an efficiency impact assessment of the new system to see if the time was right to initiate a Workforce Improvement program. The General Manager was worried that the new workflow system was going to double the effort per claim and significantly impact service levels (based on anecdotal evidence in the pilot team). He was also worried that implementing a Workforce Improvement program in addition to the new workflow system was going to be too much for staff. By providing an impact assessment of the new system and by demonstrating that Workforce Improvement would in fact mitigate its impact, we ensured that the workflow implementation was successful and that productivity was also lifted.
RESULT	The Workforce Improvement program delivered significant performance improvement: 38% productivity improvement in the first 16 weeks Operations management capability of the leadership team increased from a 5/10 to an 8/10 Identified an efficiency loss over 100% as a result of the new system, but identified process improvement opportunities to regain the efficiency At the same time the capabilities and confidence of the Team Leaders greatly improved

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