Case Study # 2


Processes lies within the centre of an organisation and as such they cannot be defined at only a team or activity level. Rather, processes must be integrated across all aspects of the operating model and continuously monitored to drive efficiency.


  • Rationalisation of process design across the operating model to identify task inefficiencies, multiple handovers or disconnect between teams
  • Identify opportunities to improve process efficiency through technology or data analytics
  • Ensure processes support rather than detract from the purpose-driven culture of the organisation

The Business problem


An insurance organisation required sound advice and planning to improve their core insurance platform in line with the strategic priorities of the Executive Leadership Team, based on a current state assessment and analysis of alternate platform options.

The TTI Impact


  • Published an endorsed set of core processes together with Business Rules and SLAs
  • Published an endorsed overarching business architecture which indexed related processes
  • Established governance and ownership within the business for the published artefacts
  • Advised on the long-term viability of remediating the organisation’s existing insurance platform to Executive Leadership
  • Provided recommendations on alternate platform options for the consideration of Executive Leadership
  • Developed plans to implement agreed alternate platform option to Executive Leadership
  • Provided recommendations on improving the existing vendor relationship to Executive Leadership.
2 pts

NPS Score Improvement

More Success Stories


NPS Score

Optimised the process architecture and improved customer experience for a national insurance company.


Saving over
2 years

 Delivered a sea change in operating and capital costs through the planned and controlled execution of work


Cost saving

Operationalised governance processes for a HR division within a global mining company to support employee self service


Free Cash

Helped the client select an enterprise-wide technology platform to consolidate and leverage data across the organisation and operations



Created a recruitment and retention strategy that not only supported hiring a diverse workforce and also engendering ongoing retention

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