Centralizing a Complex Task

Project Detail

Client: A retirement services company

Opportunity: Streamline the work to conduct annual compliance tests and align team structure and goals to sustain optimal performance

Key Findings: Organization structure drove differences in process by business segment and required dispersed complex skills:

  • 120+ employees in one business segment each did only 2.2 days of work per person-year on compliance testing
  • Centralized testing teams in other segments had significant opportunities to improve team performance efficiency
  • Business segments had different rules for applying tests

Results: Reorganized the compliance testing function within dedicated teams with Engaged Team Performance controls, resulting in:

  • 4.5 FTE capacity improvement v. historical-based forecast
  • Cleared compliance testing queues in record time v. prior years
  • “The new queue design was extremely beneficial. Testers can focus on the ‘right work’ instead of spending time reassigning work.”

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