Ken Emerson

2009, Gartner – Through 2012, more than 35 per cent of the top 5,000 global companies will regularly fail to make insightful decisions about significant changes in their business and markets.

How will you know what changes to make?

What is the status of workflow tasks? How are critical transactions

performing? What are individual productivity levels? Is performance meeting required

service levels?

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Commercial Claims Commercial UW Farm UW Auto/Home UW Life Division All other P&C Claims Investment area ?? Human Resources ??

The benefits we wanted…

• Manage productivity and workflow electronically

• Measure and understand process bottlenecks• Define and implement more efficient workflows

How long are the processes taking?

How much work are we completing?

Who is processing the work and is it being processed fast or slow?

Direct Territory• Each Agency has specific person assigned• Relationships are built

Even workload distribution• Everyone gets like amounts of work• Group effort for every Agency

January – uneven

May – looking better

September – Great!

Pending work that needs to be done

Completed tasks/hours worked = average per hour

Average time taken for New Business tasks….

New Business should be completed in X days.

• 20 day expectation adjusted to a 10 day ‘touch’

• 86% reduction in pended items• Turn-around times reduced

– 4 days for Auto New Business– 2-3 days for Auto Changes– 1 day for Homeowners New Business– 3 days for Homeowners Changes– 3 days for Homeowners Reinstatements

Records area before ImageRight

Records area after ImageRight

Typical Users desk before ImageRight

Typical Users desk after ImageRight

QUESTIONS ???