Engaged Administrative Teams

Project Detail

Client: The Principal Financial Group®

Business Area: Life insurance administration

Opportunity: Streamline processes and improve performance efficiency of policy transactions for in-force individual life insurance

Findings: Arriving work was divided among individuals on three teams and completed by various due dates. Work time studies showed:

  • Significant time spent tracking and managing work that averaged 3-5 min per task and could just be done immediately
  • One team was over-staffed by 50%, and the other teams had excess capacity as well – Individuals were “pacing themselves” to complete their own work just-on-time to meet goals


  • Reduced total process time for core tasks below LOMA median
  • Reduced staffing by attrition by 28% and reduced cost per unit by 37%

View a PDF of this project

Related Projects

  • Agile Scrum for Business/Technology
  • Leveraging Lean ETP Training
  • Transformation to Unlock Growth
  • Transforming a Distribution Channel