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AIICO Insurance

Project: Business Process Re-engineering (BPR)

 

Challenge
At the turn of the century, Insurance companies faced multiple business and technology challenges occasioned by the ever-changing face of globalization. Added to this, was the global economic down-turn that was putting pressure on Insurance companies to change their business operations models. To ensure its survival, AIICO identified the imperative to adopt new skills and improve business efficiency by setting a transformational agenda for itself. A key initiative in this transformational agenda was the commissioning of a Business Process Re-engineering (BPR) project.

 

Our Approach/ What Infoworks did
Infoworks was engaged to drive this initiative and provide expert project management support. We conducted a review of existing business processes and on the basis of leading and current practices, designed new processes in addition to changes in job roles.

 

The Result
The process redesign incorporated quick-wins as a short term improvement to service delivery and this significantly improved Turnaround Time (TAT). There was remarkable value creation for customers as a result of change initiatives impacting on cooperate culture, operations and operational performance indices.

 

The client experienced improved process efficiency as a result of leading processes redesigned with proven design methodologies and leading practices incorporating industry standards, relevant controls and customer service excellence considerations. The proper management of job roles and controls of the redesigned business processes reduced the time lag between different processes, which otherwise was causing delays, and lengthy turnaround time. This in turn reduced the time to process customer claims and provide response to customers.