This well-known financial services organization had an objective to transform their customer facing working practices from ad hoc and siloed to continuously improving.
The journey started with the creation of a continuous improvement team whose first task was to transform the claims handling process. Early on the team recognized that documenting their as-is and to-be processes and finding a simple way to roll these out was going to be an important part of the transition. At the time the business was using Visio and identified the need for a tool that would support the multiple dimensions (incl. modeling, comparisons, version control, etc.) of their work.
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