This document summarizes several projects undertaken in the domains of rapid application development, process improvement, planning and forecasting, reporting and analysis, transition, and training for a UK insurance company. The projects aimed to improve workflow management, quality checks, productivity tracking, capacity planning, data analysis, system transitions, and staff training. Key outcomes included increased user adoption of tools, improved accuracy, cost savings, increased utilization rates, and defined efficiency targets. Documentation such as SOPs and risk registers were also created to support the projects.

1. Type of Project Domain Project Name Description Applications Outcome Achievement
Rapid Application
Development
(RAD)
Automation
Process
Improvement
Retail, U K
general
Insurance
O nshore,
O ffshore
1. C ipher,
Dashboard II,
C apita Logon
2. Q uality C apita Logon
1. Workflow management tool for insurance, Web
chat, Email & V oice process. C aptures details at
every step Data validation, Work routing, Work
allocation (manual/Automatic), processing, Q uality
check, back to processor for removing errors,
Direct Dispatch processing, Back to processor for
completion.
2. P re-QC, define sampling method; C lient approved
Q uality C hecklist, Define RCA, A uto Quality Email
generation
M S O utlook, M DMS, Broke
A ssure 64, Broker link, Excel
extract from different
applications like JIRA,CRM
etc, Excel, A ccess, SQL, VBA
1. Real time reporting, Daily Dashboard, Inventory &
M anpower allocation, P roductivity & U tilization
tracker, SLA tracker, KP I tracker, Data available
for analysis & forecast. C ommunication medium
between management and staff.
2. M et A udit target, Q uality reports - A ccuracy, QC
productivity, Sampling tracker, Q uality matrix
1. 1100+ user using tool 24/7 , s tarted
meeting T AT, governance in process,
planned resource mgmt.
2. 25 Q uality checker use it.
A chieved 9 9% accuracy at DPU
(Defect P er U nit)
Kaizen, Lean, 6-
Sigma Yellow belt
Process
Improvement
Retail, U K
general
Insurance
1.P KT T ool
2.Roster
3.P roductivity Improvement
1. P roduct knowledge test – A utomated test tool to
provide monthly score for agent KP I.
2. Leave management, Shrinkage management,
Roster creation, Login-Logout tracking
3. Q uartile wise productivity improvement &
efficiency benefit
Excel, A ccess, SQL, V BA,
A nalytical Skills
1.Waste Reduction in process, Drive Efficiency, Save
P aper
2.Q uality (Lean 6 -Sigma) Efficiency Improvement
3.6-sigma Y ellow belt project
1. 3445 U SD soft saving
2. ~1 FT E saving
3. ~20 FT E benefit with quartile wise
movement.
Planning &
Forecasting
Retail, U K
general
Insurance
1.Capacity Plan for 18 month
2.Planned Vs Actual
1. Forecast for coming next 1½ yr basis on known
facts & past 3 -yr data.
2. M easure month on month/week on week
performance against Capacity P lan measure
progress.SMT can decide recruitment/efficiency
benefit plan for upcoming month.
U se analytical techniques
normalization, business
mix, 80-20 method,
moving averages ,FTE
calculation (basis on
onshore/offshore hrs)
1.SM T propose Business P lan numbers including
T ransition requirements to C lient.
2.Help operations to stay on track & highlight
deviations from plans & take proactive measures
to ensure SLA delivery & improve P NL.
1. Successfully planning from past
4yrs for 300+ general insurance
process & 500+ retail process.
2. A chieved within +/- 4% variance in
P VA 2013,2014,2015
Dashboard,
Reporting &
Analysis
Retail, UK
general
Insurance
1.Balance score card
2.T A T ,A HT Analysis
3.GA P Analysis
4.T hird party survey DHP
1. Daily Dashboard, P roduction pack, M BR, Billing
report.
2. T o define coming year T AT target with C lient basis
on past performance. A HT analysis to define
efficiency target.
3. Idle time, No work, other production time &
Leakage analysis
4. P eople connect & EWS updates, yearly target &
objective, span of control.
M S-Office, A nalytical skills -
Q uartile calculation, M in-
M ax – M edian calculations,
P rocess knowledge
1.T A T reduction, planning of available capacity
2.Define T arget
3.Efficiency benefit
4.P repare pack for operations brining out
commercial issues, opportunities to improve &
develop operational service
1. Successfully implemented all formats
across 8 processes. A lso agreed with
C lient for circulation.
2. ~26 FT E benefit YOY
3.A chieved 76% U tilization by reducing
Idle time, No work & Leakage %
4.Identified areas of efficiency benefit
worth 70 FT E.
Transition
Retail, U K
general
Insurance
1. LMPR platform transition
2. WFM & Reporting work
transition
1. P rovided value added inputs during platform
transition for better performance & save
resources.
2. NICE WEM & C lient M I report transition.
NIC E WFM tool, C ISC O
reports, Firefox, Excel
1. Data validation step eliminated, linked
augmentation process with BA U processing tool.
2. O ngoing tool management with reporting
1. ~10 FT E saving by eliminating
steps & linking one tool with
another.
2. Successfully transfer 3 FT E worth
work to offshore M I team.
Training &
Documentation
Retail, U K
general
Insurance
1. T ool training, skill training
2. T DD (T echnical Design
documents), SO Ps, Risk register
1. A gent training on tool during process training.
Brief them about tool & its benefit in KP I
tracking & its link with payroll calculations. T rain
BP M I analyst to improve Excel & V BA skills.
2. T ool documentation, SOPs for different BA U
reports.
C apita Logon, DBII, C ipher
& other
Daily/weekly/monthly/yearly
& billing report
1. Successfully implemented tools with help of
operation & IT team.
2. SO Ps, C hecklist are updated for all onshore &
offshore reports.
Ensure business continuity