Functional Review

Project Detail

Client: A large financial services company

Business Area: Group, Life, and Health segments

Opportunity: Deploy process assessment and reporting tools to multiple levels of leadership, allowing each department team to deliver a 90-minute presentation to senior management to report its process effectiveness (customer metrics), efficiency snapshot, drivers of work volume, critical challenges, and key process improvement opportunities for the coming year


  • Facilitated 28 single-day prep sessions with different departmental teams to study their processes and metrics
  • Ensuing presentations to senior leadership obtained commitments for $2.5 million in 2007 for immediate staffing reductions and/or avoidance of hiring (50 FTE)
  • All three divisions exceeded 2007 annual expense goals

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