Challenge
A global insurance provider’s European operations spanned 17 countries with multiple product lines and each local office managed unique, non-standardized underwriting processing.
The company sought to eliminate localized variation in underwriting processes to ensure implementation of enhanced process controls and realization of labor arbitrage.
Approach
- Conducted end user workshops to characterize current state processes:
- Documented process for each country independently
- Held large group regional meeting to rationalize localized processes into a regional and global standard
- Established advocacy governance to ensure necessary local deviations were reflected in process and system design requirements:
- Regional Leadership (8) – Steering Committee
- Country Champions (20) – Local Advocacy
- Product Partners (6) – Advisory Group
- Super Users (60) – Implementation Support
