Rapid diagnostic: turning operational insights into productivity transformation
Sectors: Insurance, BPO, Automotive
The challenge
The business was acquired by Bain Capital private equity investors in 2016. Having achieved strong results and healthy growth, the leadership team identified opportunities to improve productivity and the service provided to clients in a number of business areas.
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Time was initially engaged to provide diagnostic analysis of the warranty claims management offices in Turin and Budapest – and to recommend operational improvements that could help deliver:
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Reduced cost of processing claims
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Improved performance of technical helpdesk
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Better service quality with fewer errors
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On-time completion in line with contract KPIs
Results
Reduced cost of processing claims
30% capacity gains
Improved service quality and contract KPIs
Increased organisational capability
New european team of lean champions
Response
"The main benefit of the partnership with Time Consulting Group was unlocking productivity gains across a whole range of different projects. Typically, the productivity gains we achieved were 20-30%."
Regional VP Europe