Case Study I : Business Renewal of a Financial Services Company

The Challenge

In response to industry restructuring, the VP of Insurance Services at a financial services company initiated a "business renewal" process to recover business being lost to competitors, increase transaction efficiency and improve risk selection. He engaged a group of consultants to support the senior management team in this renewal process.

E&W was brought in to lead the design and implementation of the "people" components of the new organization (e.g. structure, culture and management processes) and ensure their integration with redesigned work processes and technology innovations.

E&W's Contribution

• Designed and facilitated the process for senior management to create the vision and strategy for a more competitive business.
• Coached executives in leading and managing the business renewal initiative and educated them as to their role in modeling the desired culture change.
• Partnered with the client project manager and with process and technology consultants in leading the design phase of business renewal.
• Led project teams in designing the organizational structure and culture; educated them on the impact of organizational design on performance.
• Co-led the implementation of the new organizational structure, including role clarification within and between teams, and establishing performance goals and measures.
• Designed and implemented a leadership development program with underwriting operations managers and supervisors.
• Designed and piloted a new competency-based employee development process with selected employee groups.

Results

• A new organizational design was established with improved customer service, streamlined processes and reduced costs.
• A results-based and customer-focused culture change was initiated among managers and employees.
• Employee development plans were created and implemented to build new competencies required for business success.