Home > Services > IT Consulting > Case Studies > Business Re-Engineering/Offshore Outsourcing Business Process Reengineering After being engaged by a client company to focus on process improvement and efficiency strategy, CompuPros analyzed and documented 40 Life insurance operations current processes, including areas in Claims, Title Change, Policy Benefits, New Business, Customer Service/Call Center, Return Mail, Premium Accounting and several cross-functional processes. Eight teams of three analysts interviewed and shadowed users and documented each current process for each of three life administration systems (CK4, Life70, and LifePro), using a standardized, proven methodology. Recommendations for business, system, and environmental improvements within each process were detailed as short-term, intermediate, or long-term and presented to a Steering Committee for approval and action. Approved business and environmental recommendations were to be implemented based on the cost and expected length of implementation. A system design document was developed for each process to automate manual procedures, incorporating approved system improvements and combining the three admin system processes into one GUI-based front-end environment. Offshore Outsourcing Subsequently, our client company opted to move most life operations offshore to an Indian company with audit, control, and oversight functions remaining at the home office in the United States. An imaging and workflow system was developed to track transactions as they moved through the normal life operations process. CompuPros was asked to manage the outsourcing migration of several of the Life functions, including Return Mail, Policy Change, Policy Benefits, and New Business. The outsourcing process for each function consisted of several phases: Initial training of resources in the home office (using a ‘train the trainer’ concept). A ‘nesting’ period in India in which resources traveled to India to facilitate the start up environment. Start-up phase in India in which resources monitored daily transactions via daily teleconferences, e-mail, and the workflow system. Stabilization phase in which India resources were expected to show effort toward meeting Service Level Agreements and quality percentages. Production phase in which India resources were meeting Service level Agreements and quality targets. In addition to managing the outsourcing process for the above functions, CompuPros resources also assisted in the definition, development, and management of the on-line training documentation for each of the outsourced functions, including process flows, workflow and imaging system user documentation, and user requirements definition and documentation of requested enhancements to the workflow system, as well as participating in our client’s Business Continuity Planning process. For the Life insurance operations accounting process CompuPros resources developed and administered a comprehensive, client-specific, 30-hour Insurance Industry training program for India managers and accountants using long distance training techniques. Telemarketing A client telemarketing project was conceived to test the feasibility of using the Indian resources to generate leads for the IMOs (Independent Marketing Organizations). CompuPros’ resource responsibility was to set up the process and required environment, including obtaining the planned software, installing it on the server in India, acquiring contact names and loading the data for the test planned in mid-August, 2001. Once the test proved that positive results would be achieved, additional effort was required to develop and conduct a broader pilot. This effort included: Ensuring competent staffing in India and assisting with their training. Refining the software to fit the requirements from the IMO. Setting up processes and reports. Developing user manuals for each piece of the process. Testing and debugging the changes to the software. Training the telemarketers in the use of the software. Training the telemarketing lead to handle the bulk of the process. Managing the overall process.