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business workers looking at forms

Background

As this company’s US business grew at a rapid pace, the client had made significant investments to increase the scale and value of its client-focused solution offerings. TPG was brought in to perform an initial assessment of the client’s US-based operations centre to identify improvement opportunities and provide recommendations on focus areas. An initiation study led to an extended engagement for TPG to lead the resulting process improvement program.

Approach

  • Created and assembled end-to-end current state process documentation for critical processes
  • Identified 93 pain points within the critical operational processes, including Call Centre Operations, Operational Support, Billing, and Payments
  • Assembled and prioritized program and project work streams across the organization
  • Conducted current state strategic review of all US locations to assess options for future integration of acquired businesses
  • Established a project management office and implemented supporting processes and tools

Results

TPG implemented four performance improvement programs that have led to further company growth: Business Process Improvement, PMO Establishment, Lean Six Sigma Training, and Strategic Review of US location.

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