Insurance Company
Faster and more efficient processing of claims
Problem
A great deal of variation was seen across the many Claims Representatives (CR’s) and Claims Processors (CP’s). As a result, lead-times were long and quality was not at the desired standard. Customers wanted faster payments and the insurance company wanted to reduce operating expenses.
Solution
- Re-aligned responsibilities of the CR’s and CP’s
- Modified the evaluation forms
- Changed the process sequence
- Set standards and trained across the whole organization
Results
- Lead-time was 4 days and is now 1 to 2 days
- Reduced stress and improved employee morale
- Annual soft/hard savings of $270,000
Architectural Firm
Improving the RFP process
Problem
The RFP (Request for Proposal) process involves many departments throughout the firm which translates into many hand-offs back and forth. Currently there are high costs associated with RFPs and the lead-times are too long.
Solution
- Created a supermarket for incoming RFP’s
- Re-established quality standards at phases of the RFP process
- Re-sequenced the process steps
- Used 5S to improve flow
Results
- 37% reduction in process (touch) time
- 56% reduction in the overall lead-time
- Rolled complete and accurate was 0%, now it is 63%
- Number of steps before was 107 and now it is 73
- $433,000 annual soft/hard savings
- $8,600,000 added revenue capture
Some of the other service projects we have supported
Reduced:
- Capital investment firm time to intake a new client
- Job placement service source time to fill open positions
- Food redistribution service operating expenses
- Hazardous Material service lead-time to dispose of materials
- Hotel chain supply costs
- Property management vacancy rates
Improved:
- Engineering Liaison third party accuracy of proposals
- Design service data base lead-time and quality
- Ship refurbishing labor efficiency
- Defense systems support order entry process accuracy
Faster and more efficient:
- Insurance claims processing
- Community service information technology implementations
- Real estate loan processing
- Closing of monthly financials
- Architectural firm RFPs (request for proposals)
Increased:
- Insurance underwriter’s efficiency
- Retail store revenue through new layout and increased customer satisfaction
- Refurbishing service accuracy and timeliness of billing
- Logistics and storage service productivity
- Web marketing effectiveness
- Cold storage service capacity and space
- Collections agency cash and return rate
