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Financial Services Case Study

Case #4926: Process Improvement - Human Resources Organization

One of the world's largest multi-line insurance companies had, over time, evolved a Human Resources (HR) organization whose offices were broadly dispersed, work processes widely varied, and hiring practices significantly different. What's more, HR's 'customers' - the company managers who depended upon them - were generally dissatisfied with their performance, while senior executives were concerned with the substantial costs of operating the department.

We were engaged to help establish objective criteria with which to measure and compare HR office performance, to uncover the sources of customer dissatisfaction, and to identify and implement improvements that would correct the situation and substantially reduce operating costs.

The changes we implemented significantly raised customer satisfaction levels and reduced the number of HR offices, staff, and overall operating costs. The hiring cycle was significantly shortened, the quality of the candidate pool increased, and the client's investment in the initiative repaid with a Return on Investment (R.O.I.) of better than 6:1.

Engagement Highlights

  • Industry:
  • Financial Services - Insurance
  • Client:
  • One of the World's Largest Insurance Companies
  • Assignment:
  • Identify Sources of Dissatisfaction
  • Establish Objective Performance Measurements
  • Implement Substantive Improvements
  • Significantly Reduce Operating Costs
  • Approach:
  • Identify HR Best Practices
  • Assess Client HR Performance Relative to Industry Standards
  • Compare Business Processes and Hiring Practices among HR Offices
  • Develop Customer Value Model
  • Align HR Values/Criteria with Its Customers
  • Automate Resume-processing Procedures
  • Eliminate Unnecessary HR Offices
  • Duration:
  • 48 weeks (12-Week Analysis & Design, 16-Week Pilot and 20-Week Implementation)


  • HR Offices Reduced from 15 to 5
  • Hiring Cycle Shortened by 25%
  • Quality of Candidates Significantly Raised
  • Customer Satisfaction Ratings Soared
  • R.O.I.: $6.20 for every $1.00 Invested

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