This blinded case study details how a mid-sized U.S. life insurance company streamlined processes and expanded staffing capacity. These efforts required the organization to simplify and centralize its process improvement infrastructure and better collaborate through projects.
Ultimately, senior management wanted the company to accomplish these directives in order to create a better customer experience. This case study shares how process improvement representatives help project teams map their processes from the customers’ perspectives to identify pain points and find ways to improve and collaborate. Through customer value mapping, the centralized process improvement staff pulled customer insight into improvement recommendations for end-to-end processes.