PROCESS AND PERFORMANCE MANAGEMENT FOR THE ENTIRE ORGANIZATION
We achieved desired results with Sistema
With the help of the solution oriented approach of Sistema, we managed to achieve desired results in every step of the projects. In our every project, scheduling was strictly adhered and each consultant of Sistema owned the projects as much as us.
We are thankful to the senior management and consulting team of Sistema for their contributions to us.
Kemal Yücesan
Assistant General Manager
Groupama
A significant evolution has started in the Turkish insurance market with the acquisition of Turkey’s key player Başak Sigorta by the French insurance giant Groupama.
The corporation which was renamed as Groupama Sigorta A.Ş., initiated critical projects such as strategic planning, process analysis, human resources systems, business continuity, risk management for restructuring.
By positioning Sistema as a strategic business partner for the transformation projects, Groupama Sigorta, first of all, decided conducting a comprehensive analysis of all the business processes.
Sistema moderated live workshops to map and analyze all of the operational and supporting processes. Process metrics and improvement opportunities were identified during these workshops.
During the project, Sistema visited agencies, brokers and regional offices of the company in order to analyze the expectations of the customers and delivery channels. Internal / external customer expectations were clarified by observing the dissimilarities of the processes in different channels.
Ensuring active participation of the employees and making the content accessible via a live process portal contributed positively to the deployment of the processes.
Following the Process Analysis project, Sistema also provided support for the implementation of the improvement opportunities.
Sistema and the Groupama Sigorta team launched the Performance Management project with the creation of the Strategy Map of the company.
Deployment of the strategy was achieved by cascading of the strategy map through performance scorecards and establishing links with process improvement opportunities.
OUTCOME OF THE PROCESS ANALYIS AND PERFORMANCE MANAGEMENT PROJECT
Process Analysis and Performance System development projects have had solid and measurable contributions to the performance of Groupama Sigorta.
Implementation led to net results in the areas listed below:
- The biggest and also the most profitable growth realization of the market
- Improvement in customer service level indicators
- Decrease in the claim costs and payment cycle time
- Improvement in efficiency ratios (such as production per employee)
- Improvement in proposal process cycle times
- Increase in customer loyalty and renewal ratio
- Increase in collection performance
- Successful performance during external audits