Workflow processes in the New Business Departments of an insurance company and their impact on bottom-line production

Abstract

In order to optimise growth in any company, business processes need to be reviewed and enhanced constantly. Business Process Reengineering is one of the most radical methods to achieve dramatic improvements in critical measures such as cost, quality , speed and flexibility (Heck! & Moormann, 2007) The same principle applies to Metropolitan Life. For the past 150 years of its existence, the company has been striving to optimise growth by enhancing and reviewing processes, one of the key drivers being servicing their client base with quality cost-efficient products and quality service at all times. Systems, procedures, policies and processes are also important, but without manpower what good would it be to the company? What benefit would it . add; surely, there should be an excellent communication tool? What communication tool would be most effective? There are five departments involved , from the enrolment to the issuing of policies. These departments cannot operate in silos, quite the contrary, it is imperative that there should be a complete synergy between these departments. The concern then still remains: are there adequate systems, processes, procedures and on-going changes in place to assist the company to obtain its business objectives, that is to cut costs and maximise profits to its shareholders and yet not to compromise on quality products and quality service to its clients? The most important asset the company has is its staff force. Do they understand how vital their role is in the company achieving

success? Do they receive all they require in their work environment to optimally perform their duties? These and other concerns addressed in this paper. Finally the researcher should be able to ascertain whether workflow processes do have an impact on the company's bottom line or not and to what extent.