DA Townley – Streamlines processes and builds culture of continuous improvement

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DA Townley – Streamlines processes and builds culture of continuous improvement

D.A. TOWNLEY & ASSOCIATES STREAMLINES PROCESSES AND BUILDS CULTURE OF CONTINUOUS IMPROVEMENT

The Challenge

D.A. Townley & Associates (DAT), one of Canada’s largest third-party administrators for group benefit plans, engaged us to optimize processes in their Claims and Pensions departments. They wanted to support an upcoming system implementation and ensure processes were scalable for future growth.

The Objectives

Improving the Process: We identified process improvements that would streamline current processes and ensure a service-oriented experience for members.

Introducing New Management Tools: We installed management operating systems to assist area managers in identifying variances to their operational plans on an hourly basis through the use of Key Performance Indicators (KPIs).

Increasing Employee Engagement: Collaborating with staff and management, we facilitated development of a continuous improvement mindset across all departments. Employees were empowered to improve their departments through identifying new opportunities and putting them into action.

Ensuring Compatibility: We ensured that processes supported current and upcoming systems to account for future growth.

The Results

Our work resulted in major process improvements that were successfully rolled out across the departments. A new culture of continuous improvement has enabled staff to develop process changes as they discover new ways of doing things. DAT management uses the tools we developed to highlight and resolve issues on a daily basis.

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