Case Studies

 Process Opportunity Analysis

Project	Process Opportunity Analysis
Client	Health Insurance Fund
Objectives	To obtain a better understanding of the organisation’s corporate client acquisition and customer service processes; and to identify process improvement opportunities.
Pragmat Role	Pragmat carried out a detailed end to end analysis of the client’s corporate account acquisition and service processes. The deliverables included: process maps and narratives describing each step of the target processes; a written analysis identifying process issues, their impacts and their causes; and: recommendations for process design changes to remedy the identified process issues.
Outcomes	A number of the recommendations made by Pragmat have been, or are in the process of being implemented. Many of these were directed at reducing re-work and processing errors, many of which arise because of differences between the member contributions forwarded by corporate clients on behalf of their employees, and the member records held by the insurer.  Other recommendations, when adopted, would see the integration of the contributions payments processes of corporate clients with the contributions receipting and membership processes of the insurer; in effect making the corporate client an active participant in these processes.  Significant cost savings have already been realised, and with the implementation of the full log of recommendations there exists the potential to more than halve the administration costs associated with the processing of corporate accounts. Previous Next

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