| CLIENT | INDUSTRY | PERIOD |
|---|---|---|
| A large Insurance company in Thailand | Life Insurance | May ’18 - Jul ’18 |
PROJECT
Future State – Operations, Prioritization and Road map
OBJECTIVES
Long-term Operations roadmap & Design principles – aimed to deliver and design the Future State Operating Model for Operations.
Overall Operations Process Diagnostic – aimed to deliver end-to-end process review of As-is Processes and design of To-be Processes for New Business, Underwriting, Customer Service, Policy Services and Claims. To also identify Optimization initiatives.
Efficiency Gain Opportunities aimed at confirming and further detailing the optimization initiatives:
» Blueprinting of initiatives and description of “To be” state
» Prioritization of the initiatives
» Development of the implementation plan
» Identification of key risks and mitigation factors
» Implementation of identified quick-wins
In-scope functions: Underwriting, New Business Operations, Customer Service, Premium Collection, Claims and Policy Owner Services.
WORK DONE
Voice of Partners, Agents and Stakeholders gathered by conducting ‘limited sample’ surveys.
Current state assessed through As-is process mapping, conducting process ‘deep dives’ and establishing baseline of metrics, headcount and expense.
Process diagnostic using Serengeti’s proprietary DRIVE methodology (D-Digitize, R-Reform, I-Innovate, V-Vitalize, E-Eliminate) and other analytical tools.
Strategic analysis of market segments and products done to develop the Future State Operating Model.
Opportunity identification to enhance Customer Experience and increase Cost Efficiency including quantification of benefits.
To be process mapping incorporating proposed changes.
Identify key change ‘Projects’, develop an approach for their Prioritization and Road-map.
KEY OUTCOMES
