Leveraging Lean ETP Training

Project Detail

Client: Mercer US Consumer

Business Area: Claims

Opportunity: Leverage Lean Engaged Team Performance (ETP) training to streamline processes


  • Leaders attended a 5-day Lean ETP training course and launched a project during the class
  • Streamlined Claims processes to remove 4 handoffs between internal teams and an external vendor
  • Reduced overall work time per claim by 46%
  • Eliminated transportation of paper files to the vendor’s location in another state


  • Eliminated the handoff to the external vendor and in-sourced all work, saving over $410,000 per year in vendor and shipping costs
  • Reduced claim turnaround time by 2 days

View a PDF of this project

Related Projects

  • Agile Scrum for Business/Technology
  • Transformation to Unlock Growth
  • Transforming a Distribution Channel
  • Reorganizing a Claims Department