INDUSTRY: INSURANCE

Objective: Properly Account for Accomplishment

In some business models, processing incoming mail can represent a significant investment of human and financial resources. A large insurance company processes millions of incoming documents and must account for each in a timely manner. This particular organization had made significant investments to improve the way they handled incoming mail including process changes and automation. They knew they had experience improvements but were not sure how to measure and publish the improvements and trends.

Solution: Master the Metrics

The Operari Group helped the client take stock of their improved mail handling:

1. Review the current processes to establish a list of metrics that could be reported against on a historical bases. Things like the total FTE count, units of mail processed per FTE, total cost per FTE, percentage of incoming mail converted to digital formats, etc.
2. Once these metrics were identified, Operari located the sources of the data and establish extraction routines to pull and consolidate it. This client requested a tool based on the Microsoft Excel platform to reduce training and implementation costs storing the base data in a Microsoft SQL Server database and Excel, connected via a Microsoft Analysis Services cube.

An small ad-on to Excel was purchased to allow for the “in sheet” visualization of metric trending over time.