Operations bootcamp adding $2.5M profit for an Indonesian insurer
- Location
- Indonesia
- Year
- 2018
- Engagement
- Profitability Improvement: Labour Optimization
Indonesian division of a top-10 global insurer experiencing extreme growth. Expense ratio remained high due to growing labor force and low productivity. Leadership required the development of a continuous improvement mindset in the Project Management Office and in front-line supervisors.
Our team implemented a suite of Active Management tools to provide expectations, follow up and solve problems, supported by 6-week training course. We identified quick wins in call center and optimized customer service staffing levels. We trained project team on continuous improvement approach and toolkit.
Measurable impact
100%
Near-100% improvement in labor productivity after 6 months (underwriting, claims, account management), and turnaround times reduced by 29%
Financial Services
Case snapshot
Improved employee engagement and short-interval control
Financial Services
Measurable impact
10
Developed basic project management skillset in 8 analysts and 2 team leads
Financial Services