Financial Services Case Study

Case #4926: Process Improvement - Human Resources Organization

One of the world's largest multi-line insurance companies had, over time, evolved a Human Resources (HR) organization whose offices were broadly dispersed, work processes widely varied, and hiring practices significantly different. What's more, HR's 'customers' - the company managers who depended upon them - were generally dissatisfied with their performance, while senior executives were concerned with the substantial costs of operating the department.

We were engaged to help establish objective criteria with which to measure and compare HR office performance, to uncover the sources of customer dissatisfaction, and to identify and implement improvements that would correct the situation and substantially reduce operating costs.

The changes we implemented significantly raised customer satisfaction levels and reduced the number of HR offices, staff, and overall operating costs. The hiring cycle was significantly shortened, the quality of the candidate pool increased, and the client's investment in the initiative repaid with a Return on Investment (R.O.I.) of better than 6:1.