Transformation to Unlock Growth

Project Detail

Client: Principal Financial Group®

Business Area: Annuities Operations

Opportunity: Transform processes, systems, measures, and culture to enable scalable growth


  • Streamlined processes to remove handoffs between triage and processing teams
  • Devised a “Priority Protection” scheme in the call center to concentrate available time and get operational work done
  • Deployed team measures, goals, and visual control boards to align the team on a mission of 24-hour turnaround of all work


  • Improved 24-hour turnaround from 66% to 95% and sustained that performance over time
  • Absorbed a 2.5x volume spike while staying within service-level agreement for all processes

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