Case Study

Our client was examining how automation could help drive efficiencies across their business processes. The scope was to analyse their payments processes, with Open Orbit to be utilised to identify where steps in the process could be automated, improved, or transitioned to a global location.

About the client:

Our client is a financial services company in Australia and New Zealand providing superannuation and investment products, insurance, financial advice and banking products including home loans and savings accounts

Industry:

Life Insurance

Business need:

The client was seeking to drive efficiencies and reduce costs throughout its business by identifying processes for automation

Open Orbit solution:

The platform helped to standardise the way users identified and analysed processes to automate across the business. In addition, it helped break down the end to end process and identify which process steps were worth exploring for automation. 

This was achieved faster and with less effort due to the platforms simplicity in helping the user diagnose their process and identify key metrics required.

Business Impact Delivered:

Timelines and Outcomes

The use of the Open Orbit platform has meant 2-3 processes were analysed per week, increasing the velocity of analysis by 5-10x.

Improvements

In addition to automation preparation, the team helped with process standardisation across multiple products and platforms and provided a framework for future automation and process standardisation projects. 

All processes have since been moved to global teams for processing while automation is considered.

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Scalability

The initial scope of the platform was to utilise Open Orbit for analysing their payment processes. Due to the speed and pace of velocity for analysing these processes our client has now broadened the scope to include their invoices, document QA reviews and waiver of premium processes.

Challenges faced:

  • The business need was to ensure a quick turn-around to identify areas for process automation across the business. This put high demands on the process improvement team to identify efficiencies and areas for automation.
  • The processes being assessed were across multiple products, operating systems, teams and locations. This resulted in an excess of reference material and business contacts with a high risk of over-engineering the analysis.

How Open Orbit made a difference:

  • Thanks to the simplicity of the Open Orbit diagnostic map, multiple processes were able to be mapped per week. Work could be shared across the team and the success of colleagues could be leveraged for further analysis. 
  • Open Orbit’s library of existing diagnostic maps was utilised as a base for multiple similar processes to be built without wasting time on duplication of steps. 
  • The team was able to identify previously unknown interdependencies and unexplored improvement options. 
  • The efforts estimator was used to determine capacity requirements for each step of a process, allowing the cost benefits of automation (or moving to global teams) to be calculated immediately. 
  • The team were able to rapidly identify and rectify inconsistencies between similar processes across multiple products, teams, locations and operating systems.

Business Impact Delivered:

Timelines and Outcomes

The use of the Open Orbit platform has meant 2-3 processes were analysed per week, increasing the velocity of analysis by 5-10x.

Improvements

In addition to automation preparation, the team helped with process standardisation across multiple products and platforms and provided a framework for future automation and process standardisation projects. 

All processes have since been moved to global teams for processing while automation is considered.

0

Scalability

The initial scope of the platform was to utilise Open Orbit for analysing their payment processes. Due to the speed and pace of velocity for analysing these processes our client has now broadened the scope to include their invoices, document QA reviews and waiver of premium processes.

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