MetrixLine :: Business Value Through Process Metrics :: Metrics : Frameworks : Delivery Service

Context

This company operates in over 8 countries in Europe, USA, and Australia and New Zealand and India.
Their Products include Health, Motor, Life, Home and multiple other structured insurances.
Their entire back office to service these insurances right from booking to claims settlement is done in India.
To improve the back office operations, all businesses and operational leaders were looking at more precise metrics and analysis.
They were looking at higher operational efficiency, lower costs, better effort spreads, better skill mixes, predictable resource requirements.
The back office was collecting basic data in multiple formats, applications and databases. Most of it was in xl files and a home grown application.

Need

Very complex operational metrics needed to be delivered to Managers at various levels.
The total number of processes fulfilled by the BPO Center in India was over 75.
All processes dealt with multiple contexts, multiple sets of metrics, multiple hierarchies and multiple score carding and reporting needs.
The data collection formats across these 75+ processes were complex, different and difficult to manage.
There was no cross process view of operational metrics and executive managers were finding it difficult to measure across contexts.
Building metrics across the processes involved complex contexts, complex data collection, complex structuring.

The Problem

Each process (over75) had different contexts and unique demands for metrics.
Each process had a unique way of collecting data for the process.
There was no single way to view a process and further across the organization.
Each process had a different analytic to calculate the same metric.
Each process had multiple unique scorecards.
It was very difficult, required high effort to deliver the metrics in static xl sheets.
Historical context was very important for each process as improvements needed to be measured.

MetrixLine Approach and Solution

MetrixLine looked at all the data across the processes and defined standard templates of data capture.
MetrixLine defined a the metrics frameworks across the processes incorporating multiple contexts, unique metrics, analytics.
MetrixLine automated data uploads at multiple points within the organization across all processes and business units.
Metrics were automatically calculated and delivered across the organizations to respective managers through scorecards.
Metrics and scorecards access was achieved through a complex structure of authorizations which were configured for them.

Overall Value

MetrixLine provided a centralized solution which cut across the entire organization.
The multiple contexts of each back office process were captured and centrally executed with ease.
Multiple metrics and scorecards were configured across processes and contexts.
Complex data gathering was solved and data was centrally collected.
Metrics across the organization were centrally stored and monitored.
Metrics now could be analyzed with historical context giving a lot more insight to managers.

Largest Insurance Company