A leading insurance company had launched a significant effort to develop new products and services. However, development times were too long, and results were significantly behind schedule. There was a gap between the high-level, strategic vision and operationalizing the strategy. Voice of the Customer was reactive and late in the process.
An assessment identified opportunities for improvement throughout the design and development process. A customized methodology was then developed to start with the Voice of the Customer and drive structure and clarity throughout the process, while simplifying business processes across all lines of business and channels.
Customer Centric Business Design was implemented with end-to-end strategic designs as well as focused product development efforts. Understanding of the customer experience across multiple channels drove innovative solutions. New digital products were created. Hundreds of Lean/Six Sigma process simplification ideas were identified and implemented.
Want to see results like this at your company? Contact our team to learn more.
Creativity and curiosity around customer interactions can fuel innovation efforts. Lean & Six Sigma Review, 2019.
Five steps to more innovative project results. Lean & Six Sigma Review, 2019.
We have consulting experience with engagements as diverse as mergers and acquisitions, operations strategy, supply chain acceleration, shop-floor process improvements, and call center efficiency improvement.