Projects
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.”
