DA Townley – Business process review

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DA Townley – Business process review


The Challenge

D.A. Townley, one of Canada’s largest third-party administrators for group benefit plans, engaged us to streamline processes in their Administration department. D.A. Townley selected the Propel Solutions team based on the results achieved from the previous operational improvement work conducted in Pensions and Claims. The Administration department was looking to exceed member expectations as well as create a productive working environment for employees.

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 the Supervisor in identifying variances to the operational plan 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 the department. Employees were empowered to improve their departments through identifying new opportunities and putting them into action. Over 90 opportunities were submitted by staff alone!

The Results

Our work resulted in major process improvements that were successfully rolled out across the department. Member service has improved in addition to staff experiencing a more ‘efficient’ workday. A culture of continuous improvement is being reinforced across the entire organization. Management is fully equipped to address variances to the plan on a daily basis through their KPI toolkit.

Curious how a business process review can boost efficiencies at your organization? We can help. To learn more, contact us.