Challenges
The merger of three distinct IT units into a single organization of a Dutch insurer with 1200 FTE resulted in the centralization of the Shared Service Center (SSC) IT. In 2004, the company’s turnover exceeded €7 billion, and its net profit was over €300 million. The SSC IT faced the challenge of not just merging the organization, but also of unifying the processes, practices and the workforce.
Solutions
Quint played an active role in the change program to re-define and re-engineer the processes. In addition to program management, expert consulting on content, coaching of process managers and filling the position of acting process manager, Quint was also engaged in training the workforce.
Results
After six months the core processes were re-defined and implemented, and process output and quality were measurable. The management team could start to actively manage service delivery. As a result stability of the IT infrastructure increased, and availability of IT services to end users rose.
