Bank of the West – Operational Excellence in BSA/AML Operations

Overview

Tesoro, a prominent player in the energy sector, sought to create an Operational Center of Excellence and train leadership in Lean Six Sigma to drive significant cost savings and build a continuous improvement culture. They partnered with Kaeppel Consulting to achieve these goals.

The Challenge

  1. Tesoro faced several challenges:

    • Cost Savings: Achieving a 15% savings in annual budgets.
    • Cultural Transformation: Developing a culture of continuous improvement across the organization.
    • Leadership Training: Ensuring leaders were equipped with Lean Six Sigma methodologies.

Our Solution

Kaeppel Consulting provided a comprehensive solution that included:

  1. Operational Center of Excellence: Established a center focusing on continuous improvement and operational excellence.
  2. Maturity Model Development: Created a maturity model across six key areas: Leadership Engagement, Organization, Methodology/Tools, Training & Development, Communication, Rewards and Recognition.
  3. Maturity Assessment Tool: Utilized to measure baseline and ongoing progress.
  4. Change Management Methodology: Developed for the CFO organization.
  5. Leadership Training: Delivered engagement training focused on behavioral changes required for a successful CI culture.
  6. Hands-On Training: Emphasized practical application of methodology and tools with mentoring/coaching.
  7. Governance Structure: Launched a governance structure and steering committee for the CFO group’s Continuous Improvement deployment.

Results

Kaeppel Consulting’s efforts resulted in a 15% savings in annual budgets for Tesoro. The establishment of the Operational Center of Excellence and the implementation of a maturity model fostered a culture of continuous improvement, while leadership training and hands-on application ensured sustainable success.

Conclusion

Kaeppel Consulting’s tailored approach enabled Tesoro to achieve significant cost savings and build a robust continuous improvement culture. Our expertise in Lean Six Sigma and change management transformed their operations.

Kemper Insurance–Staffing

Overview

Kemper Insurance, a leader in the insurance industry, faced the challenge of bolstering their IT Project Management Office (ITPMO) to support their growing technological initiatives and process engineering demands. To address this, they sought a reliable partner who could provide expert staffing solutions across various IT and process engineering roles. Kemper Insurance turned to Kaeppel Consulting to fulfill these critical needs.

Challenge

Kemper Insurance’s ITPMO encountered several key challenges:

  • Evolving Technological Landscape: The rapid advancement in technology required a dynamic and skilled workforce capable of managing and implementing new systems and processes.
  • Diverse Role Requirements: The ITPMO needed a wide range of expertise, including IT Project Managers, Process Engineers, Systems Analysts, Software Developers, and IT Support Specialists.
  • Quick Adaptation: The new hires needed to quickly adapt to Kemper’s specific processes, tools, and culture to ensure seamless integration and immediate productivity.

Our Solution

Kaeppel Consulting provided a comprehensive staffing solution tailored to meet Kemper Insurance’s specific requirements. Our approach included:

  1. Targeted Talent Acquisition: Utilizing our extensive network and meticulous selection process, we sourced top talent across all required IT and process engineering roles. Our focus was on identifying professionals with the right technical skills, experience, and cultural alignment.

  2. Role-Specific Expertise:

    • IT Project Managers: Led various IT projects, ensuring they were completed within scope, on time, and within budget, while aligning with Kemper’s strategic goals.
    • Process Engineers: Enhanced process efficiencies and effectiveness, ensuring optimal operational workflows and system integrations.
    • Systems Analysts: Provided critical analysis and support, ensuring that IT systems met business needs and facilitated continuous improvement.
    • Software Developers: Developed and maintained software applications, contributing to Kemper’s technological advancements.
    • Network Engineers: Designed and maintained robust network infrastructure, ensuring reliable connectivity and performance.
    • Cybersecurity Specialists: Implemented and managed security measures, protecting Kemper’s IT systems and data from cyber threats.
    • Data Analysts: Analyzed complex datasets to provide actionable insights, supporting data-driven decision-making.
    • IT Support Specialists: Delivered essential technical support, ensuring smooth and uninterrupted IT operations.
    • Database Administrators: Managed and optimized database systems, ensuring data integrity, performance, and availability.
    • Cloud Architects: Designed and implemented cloud solutions, enhancing scalability, flexibility, and efficiency.
  3. Efficient Integration: We facilitated a streamlined onboarding process, ensuring that new team members quickly adapted to Kemper Insurance’s processes, tools, and culture. Our ongoing support ensured they became productive team members swiftly.

Impact & Outcome

Kaeppel Consulting’s staffing solutions delivered significant benefits for Kemper Insurance:

  • Increased Capacity: With a fully staffed ITPMO, Kemper Insurance managed a higher volume of IT projects efficiently and effectively.
  • Enhanced Project Success: The experienced professionals we provided improved project planning, execution, and delivery, leading to successful project outcomes.
  • Operational Improvements: The expertise of our Process Engineers and Systems Analysts led to more efficient and effective operational processes and systems.
  • Technological Advancements: Our Software Developers contributed to the development and maintenance of cutting-edge software applications, supporting Kemper’s technological initiatives.
  • Robust Infrastructure: The Network Engineers and Cloud Architects ensured reliable, scalable, and high-performance IT infrastructure.
  • Enhanced Security: Cybersecurity Specialists protected Kemper’s IT systems and data, minimizing risks and ensuring compliance.
  • Data-Driven Decisions: Data Analysts provided critical insights that drove strategic and operational decision-making.
  • Reliable IT Support: The addition of skilled IT Support Specialists ensured that Kemper maintained high levels of IT service and support, minimizing downtime and enhancing productivity.
  • Optimized Data Management: Database Administrators ensured data integrity, performance, and availability, supporting critical business operations.

Conclusion

Kaeppel Consulting’s tailored staffing solutions enabled Kemper Insurance to overcome their ITPMO challenges and achieve their IT and process engineering goals. By providing skilled IT Project Managers, Process Engineers, Systems Analysts, Software Developers, Network Engineers, Cybersecurity Specialists, Data Analysts, IT Support Specialists, Database Administrators, and Cloud Architects, we helped Kemper enhance their project capabilities and drive successful outcomes.

For more information on how Kaeppel Consulting can support your staffing needs, contact us today.

New York Life–Operations Triage for AARP Growth Potential

Overview

In a strategic collaboration with New York Life, our consultancy was brought on board to undertake an intricate operation: conducting a triage for the New York Life AARP program. With the stakes being high, our mission was to meticulously identify, evaluate, and prioritize enhancement opportunities spanning a multitude of areas — from Sales and Service to IT, document management, claims, and various support sectors.

Areas of Strategic Focus

  • Comprehensive Triage: At the core of our engagement was the systematic triage process, encapsulated by the Define, Measure, Analyze, and Execute methodology. This comprehensive approach allowed us to delve deep into the operational intricacies of the AARP program and pinpoint areas of opportunity.

  • Cross-Functional Analysis: Recognizing the multi-faceted nature of the AARP program, our analysis spanned multiple functions. From Sales to IT and claims, we endeavored to provide a holistic view of the program’s strengths and areas ripe for enhancement.

Challenge

New York Life’s AARP program is an expansive initiative, touching multiple facets of the organization. The challenge was to conduct a triage that was both thorough and actionable, with the end goal of supporting New York Life’s bid to renew its pivotal AARP program.

Strategic Approach

Our methodology was anchored in a structured triage process. By defining the scope, measuring current capabilities, analyzing findings, and plotting an execution strategy, we were poised to provide New York Life with a detailed roadmap, highlighting both achievements and areas of potential growth.

Impact & Outcome

The culmination of our endeavor was the delivery of a detailed triage report, meticulously crafted to support New York Life’s application for renewing the AARP program. The testament to our collaboration’s success was clear: New York Life successfully renewed its AARP program for life insurance, marking a significant milestone in its partnership with AARP.

Liberty Mutual Insurance–Workflow Management Tool

Overview

In a strategic alliance with Liberty Mutual Insurance, our consultancy undertook the mission of implementing novel workflows in their Workflow Management tool. The vision was clear: to automate and streamline a plethora of backoffice tasks, driving operational efficiency and enhancing task execution capabilities.

Areas of Strategic Focus

  • Project Management: A project of this magnitude necessitated rigorous project management to ensure milestones were achieved, resources optimally utilized, and the end goal realized within the stipulated timeframe.

  • Process Engineering: Central to our engagement was the design and implementation of refined workflows. This involved a meticulous analysis of existing processes, followed by crafting optimized pathways to bolster the capabilities of the Workflow Management tool.

  • Performance Management: Post-implementation, our focus shifted to measuring and managing the performance of the new workflows. This ensured that the desired efficiencies were being achieved and provided insights for any potential refinements.

Challenge

For a major insurer like Liberty Mutual Insurance, backoffice tasks play a pivotal role in day-to-day operations. The challenge lay in not just automating these tasks, but ensuring the newly instituted workflows were robust, efficient, and adaptable to the ever-evolving needs of the insurance industry.

Strategic Approach

Our methodology combined adept project management with process engineering prowess. By thoroughly understanding Liberty Mutual’s backoffice operations, we were poised to design workflows that not only automated tasks but did so in a manner that elevated operational efficiency.

Impact & Outcome

The collaboration’s results were palpably transformative for Liberty Mutual Insurance. With the new workflows in place, the subrogation teams experienced notable improvements in consistency and capacity, underscoring the strategic value and effectiveness of the newly instituted Workflow Management tool.

AmeriPro Mortgage–Loan Origination System (LOS) Migration

Overview

In a critical engagement with AmeriPro Mortgage, our consultancy was at the forefront of overseeing an upgrade of their Loan Origination System (LOS). Our leadership spanned program management, project management, and change management domains. Recognizing the intricacies and significance of mortgage operations, our primary goal was to ensure a seamless and compliant system migration.

Areas of Strategic Focus

  • Project Management: Central to our mandate was the adept management of the entire LOS upgrade project, ensuring it remained on schedule, within scope, and achieved the desired outcomes.

  • As-Is / To-Be Process Mapping: A foundational step in our approach was to thoroughly map out the existing processes within the LOS and subsequently delineate the envisioned future state post-migration. This ensured clarity and guided our migration strategy.

  • ADKAR Change Management: Acknowledging the complexities inherent in any system migration, we employed the ADKAR Change Management methodology. This ensured that not only were the technical aspects of the migration addressed but also the human elements, fostering acceptance and smooth adaptation to the new LOS environment.

Challenge

System migrations, especially for pivotal systems like the LOS in the mortgage industry, can be fraught with challenges. From data integrity to process continuity, and user adaptation, the task was to ensure that AmeriPro Mortgage experienced a disruption-free and value-driven migration.

Strategic Approach

Our methodology was comprehensive. By meticulously charting out both the current and desired states of the LOS, we crafted a blueprint for the migration. Coupled with robust project management and the strategic application of the ADKAR Change Management model, we ensured a holistic approach to the migration.

Impact & Outcome

The fruits of our collaboration with AmeriPro Mortgage were clearly manifested in the successful completion of the LOS migration. Moreover, AmeriPro Mortgage is now compliant with industry standards, underscoring the efficacy of the migration and our engagement’s value.

Erie Insurance–Customer Data Strategy

Overview

In a collaborative endeavor with Erie Insurance, our consultancy was engaged with a pivotal mission: to devise a strategy that pivots from a traditionally Policy-centric architecture to a more modern, Customer-centric approach. Recognizing the evolving needs of the insurance landscape and the paramount importance of customer experience, our objective was to holistically re-envision Erie Insurance’s customer data strategy.

Areas of Strategic Focus

  • As-Is Assessments: Our initial endeavor was to comprehensively understand Erie Insurance’s existing policy-centric architecture. This foundational step was pivotal in mapping out the journey ahead.

  • To-Be Designs: Building on our initial assessments, our next step was to conceptualize the desired customer-centric model, outlining how the new architecture would appear and function.

  • Target-State Architecture: A crucial part of our strategic formulation was to design the future state of Erie Insurance’s IT and operational landscape, ensuring it was robust, scalable, and geared towards customer-centricity.

  • Multi-Generational Planning: Recognizing the magnitude of this transformation, we employed multi-generational planning techniques to phase the transformation, ensuring continuity of operations and gradual adaptation.

  • Stakeholder Analysis: To ensure the proposed changes were in alignment with all stakeholder needs and expectations, we conducted a meticulous stakeholder analysis, gathering insights and feedback to refine our strategy.

Challenge

Pivoting from a traditional policy-centric model to a customer-centric one is no small feat, especially for an established entity like Erie Insurance. The challenge lay in ensuring a seamless transition without disrupting ongoing operations while championing enhanced customer experiences.

Strategic Approach

Our methodology combined a mix of thorough assessments, visionary planning, and stakeholder engagement. By meticulously charting out the current state, envisioning the desired future, and integrating stakeholder feedback, we crafted a roadmap that was both visionary and actionable.

Impact & Outcome

Our strategic collaboration with Erie Insurance has culminated in the adoption of the proposed customer-centric data strategy. The implementation is currently in progress, marking the beginning of Erie Insurance’s journey towards enhanced customer-centricity and operational excellence.

Erie Insurance–Customer Data As-Is

Overview

In a collaborative initiative with Erie Insurance, our consultancy was brought onboard to meticulously document and evaluate the current state of customer data. Spanning from agent offices to the Home Office, and encompassing Personal Lines, Commercial Lines, and Life sectors, our mandate was comprehensive. The goal: to delineate the data flow, identify inefficiencies, and ensure optimal data quality and usage.

Areas of Strategic Focus

  • As-is Process/Observations: Our primary task involved a thorough documentation and observation of the current state of customer data handling, ensuring we captured the entirety of the data flow and its intricacies.

  • Field Inventory: We undertook an exhaustive inventory of data fields, ensuring a clear understanding of data sources, types, and their respective roles within the insurance ecosystem.

  • Voice of the Customer (VOC): To ensure a holistic understanding, we incorporated feedback and insights directly from stakeholders, gaining valuable perspectives on data utility and potential areas of improvement.

  • Data Quality & Reusability: A crucial aspect of our engagement was the identification of failure points leading to data quality issues. Concurrently, we aimed to identify points of data reusability, mitigating data duplication and ensuring clarity in recognizing the “golden source” or primary source of truth.

Challenge

For an esteemed entity like Erie Insurance, maintaining impeccable customer data quality is paramount. Given the multiplicity of channels, from agent offices to central operations, the task was to ensure data consistency, accuracy, and optimal usage across the board.

Strategic Approach

Our approach was multi-dimensional. By meticulously documenting the as-is processes and conducting a comprehensive field inventory, we laid the foundation for in-depth analysis. VOC insights further enriched our understanding, highlighting areas that required attention. Subsequent identification of data failure points and reusability opportunities ensured strategic recommendations that would bolster Erie Insurance’s data management practices.

Impact & Outcome

Our engagement with Erie Insurance elucidated clear pathways for data quality enhancement and efficient management. By pinpointing failure points and emphasizing data reusability, we’ve charted a course for Erie Insurance to achieve streamlined data operations, ensuring both consistency and clarity in customer data handling.

Hartford Insurance Group–Business Project Management Methodology

Overview

In an engaging collaboration with Hartford Insurance Group, our consultancy was commissioned to elevate the performance of their Project Management. This was to be achieved through the meticulous development and delivery of a tailored training plan, focused on enhancing Business Project Management Methodology across the organization.

Areas of Strategic Focus

  • PM Maturity Assessment: One of our primary objectives was to evaluate the existing maturity of the Project Management Office (PMO), ensuring that the training would effectively bridge any identified gaps and elevate capabilities.

  • Training Development: Central to our mandate was the crafting of a tailored training curriculum, ensuring it was both comprehensive and directly relevant to Hartford Insurance Group’s unique operational landscape.

  • Training Delivery: Beyond the creation of content, our focus extended to the interactive delivery of this training, ensuring that participants were fully equipped with the tools and methodologies necessary for enhanced project management.

Challenge

For a leading entity like Hartford Insurance Group, maintaining a cutting-edge PMO is crucial. The challenge lay in identifying areas of potential improvement and subsequently delivering training that would not only address these areas but also ensure sustained excellence in project management.

Strategic Approach

Our approach began with a thorough PM Maturity Assessment, providing a clear picture of the current state of the PMO. Based on these insights, a tailored training program was developed, focusing on enhancing the methodologies and tools used by the PMO. Through structured delivery, we ensured that the training was both engaging and effective.

Impact & Outcome

Our efforts bore tangible results. Hartford Insurance Group witnessed a notable enhancement in its PMO capabilities, achieving greater maturity and operational consistency. This transformation underscores the value of targeted training and the efficacy of our partnership.

Verisk Analytics–Lean Six Sigma Training

Overview

In a notable partnership with Verisk Analytics, our consultancy was engaged to establish a robust Lean Six Sigma (LSS) Training program. Our mandate was to develop both Yellow Belt and Green Belt training modules. Harnessing a combination of classroom sessions and eLearning modules, and complemented by change management techniques, our goal was to empower Verisk Analytics’ team with the tools necessary for continuous improvement.

Areas of Strategic Focus

  • Yellow Belt Training Development: Our objective was to lay down the foundational concepts of Lean Six Sigma, ensuring participants comprehended the essential methodologies for continuous improvement.

  • Green Belt Training Development: Building upon the basics, the Green Belt training aimed to equip participants with a deeper understanding of LSS tools, preparing them for more intricate process improvement projects.

  • Classroom Training: Recognizing the importance of hands-on learning, classroom sessions were designed to provide interactive, in-depth exploration of LSS principles.

  • eLearning Modules: To offer flexibility and cater to diverse learning preferences, we developed eLearning modules, ensuring knowledge accessibility regardless of location or time constraints.

  • Change Management: Beyond mere knowledge impartation, we integrated change management techniques to ensure the effective application of LSS principles within Verisk Analytics’ operational framework.

Challenge

Developing an effective training program for a company like Verisk Analytics demanded more than just theoretical content. The challenge was to instill, inspire, and ensure the practical application of Lean Six Sigma principles in a manner that resonates with the organization’s ethos and operational landscape.

Strategic Approach

With a structured curriculum in place, we blended traditional classroom training with eLearning modules, offering a holistic learning experience. This was further complemented by change management strategies, ensuring not just knowledge absorption but also its effective translation into tangible operational improvements.

Impact & Outcome

The training program’s success was evident in Verisk Analytics’ subsequent strategic decisions. A year post our engagement, Verisk Analytics inaugurated their internal LSS team, taking the mantle to further the training and realize measurable benefits, a testament to the foundation and momentum our partnership provided.

Erie Insurance–Lean Six Sigma Training

Overview

In an esteemed partnership with Erie Insurance, our consultancy was engaged to impart Lean Six Sigma (LSS) Training, aimed at cultivating a culture of continuous improvement within the organization. With our seasoned expertise, we undertook comprehensive training sessions, spanning from Yellow Belt to Black Belt, and including Champion training.

Areas of Strategic Focus

  • Yellow Belt Training: Serving as the foundational tier, our aim was to instill the core principles of Lean Six Sigma, ensuring that participants understood the basic methodologies and tools essential for continuous improvement.

  • Green Belt Training: Building on the foundational principles, the Green Belt training delved deeper, honing participants’ abilities in process improvement and equipping them with more advanced LSS tools.

  • Black Belt Training: As the pinnacle of LSS training, the Black Belt sessions were designed to transform participants into experts, capable of leading complex improvement projects and mentoring others in LSS methodologies.

  • Champion Training: Beyond the traditional belts, our Champion training was tailored for organizational leaders, ensuring they were equipped to sponsor and support continuous improvement initiatives, driving sustainable change at an organizational level.

Challenge

For an organization as expansive as Erie Insurance, instilling a culture of continuous improvement demands more than just theoretical knowledge. The challenge was to ensure that the principles of Lean Six Sigma were not just learned, but internalized and applied effectively in real-world scenarios.

Strategic Approach

Our training framework was rooted in the core principles of Lean Six Sigma. Through structured classroom sessions, participants were immersed in various LSS tools, ranging from DMAIC methodologies to Kaizen principles. Our approach emphasized both theory and practical application, ensuring that participants could effectively translate their learnings into tangible operational improvements.

Impact & Outcome

Our engagement with Erie Insurance has borne significant fruit. Testament to the effectiveness and value of our training sessions, Erie Insurance has repeatedly engaged our services for consecutive training classes over the past two years. Furthermore, we are honored to have secured a contract for the entirety of 2020, underlining Erie Insurance’s trust in our expertise and the tangible benefits they’ve derived from the training.