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CASE STUDIES
Financial Institution - Case Study
One of the largest financial institutions in America (our client would like to remain anonymous) is also one of the biggest mail producers. A critical success factor in its business growth lies in its "same-day" response customer service level. The company wished to establish a process that could handle the projected 300% increase in mail volume over the upcoming "tax season".
To create a simulation of the process, Visual8 worked with representatives from the individual departments- Mail, Sort, Image, Capture, Brokerage, and Mutual Fund New Accounts, etc.,. The model accurately reflected the workflow within and across each of the departments, starting from the mail drops that occur over the day to the bank deposits at the close. Each department was detailed with various work centers, processing times by transaction and staffing levels by shift. The result was a true representation of the capacity and workload that occurs over the 24-hour day across the entire organization.
Using the business-processing tool (business simulation software), the company was able to examine issues such as:
- Where will bottlenecks arise in the process with a 3-fold increase in mail volume, and what is require to overcome them?
- What staffing levels are required by department to achieve stated response time targets?
- How do specific legislative changes, which affect the mix of incoming mail, impact on present service times?
The use of a simulation modeling approach to their remittance business processes greatly improved management's view and understanding of their operations. With a flexible tool, like SIMUL8, where the build environment facilitates quick response, the challenge of maintaining high customer service levels in a rapid growth environment is easily met.
Insurance Company - Case Study
One of Canada's leading insurance companies (our client would like to remain anonymous) wanted to evaluate service standards, set staffing levels for a variety of employee types, and develop plans to deal with severe backlogs. The company allowed new applications, renewals, policy changes, and cancellations to be initiated by mail, electronic communication, or through a network of insurance brokers.
Visual8 constructed a simulation model to analyze the effect of staffing levels on the number of transactions through the system, the average time per transaction, and staff utilization. The company was able to examine areas which were causing bottlenecks in its processes.
Government Department - Case Study
A government mail processing center (our client would like to remain anonymous) was interested in reviewing its operations to improve its administrative functions by ensuring that they were located optimally within the organization.
Visual8 conducted this review in three stages:
- Conducted a review of operations and prepared for a diagnostic assessment,
- Developed organizational and operational improvement options, and
- Created a description of a preferred organizational/operational options and an implementation strategy.
Recommendations following this review included recruiting additional staff for processing teams, establishing a client-centered team concept, and transferring incoming mail functionality to corporate services.
Government Department - Case Study
One of the oldest and largest child welfare services programs (client would like to remind anonymous) wanted to document their policy and procedures through VISIO flowcharts.
Linking VISIO with SIMUL8, Visual8 constructed a simulation combined with those process maps. This simulation offered insight into the application of a variety of policies and procedures. The tool monitored individuals throughout the system, and kept track of time spent in various activities. The model also tracked the cost, availability, and utilization of temporary placement services.
BENEFITS
Typical Business Process Re-Engineering Models:
- Call center operations
- Financial services
- Government/Mail services
- Training tool for a process
Types of Problems We Resolve:
- Minimizing wait times and queue sizes
- Capacity and bottleneck analysis
- Minimizing process backup
- Indicate product benefits to a potential customer
We Can Ensure Your Organizational Goals Are Met:
- Proving product delivery capability
- Increased productivity and efficiency
- Improving use of resources and equipment to maximize flexibility
To determine how simulation can specifically benefit your organization, contact us.
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"During the re-design process of our production line, we found SIMUL8 to be a very good tool to help us verify the line design. This verification process allowed us to see the line operating in the simulation package, identify weak points in the design and improve the design before actually starting the re-layout."
Mark Leummens,
NMHG
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