The Challenge

DP World is a multinational logistics company specializing in port terminal operations and cargo logistics with a global network of 70 terminals spread across six continents. DP World Canada has experienced rapid growth with the recent acquisition of Fraser Surrey Docks (FSD) and the Prince Rupert and Centerm terminal expansion projects that are underway. DP World engaged Propel to streamline and improve alignment of Insurance and Risk Management processes and identify activities to integrate into DP World’s Tier 1 Shared Service Department in order to effectively support the organization and its growth opportunities ahead. Propel conducted a two-week analysis to review DP World’s Claims Administration, Insurance Renewal, Insurance Contract/Tender, Enterprise and Departmental Risk Register, and Compliance Processes.

The Objectives

Fully Documented End-to-End Process Maps: Through key stakeholder interviews, Propel conducted a comprehensive review of Insurance and Risk Management processes and developed 4 end-to-end process maps using industry best practice Business Process Mapping Notation 2.0 (BPMN 2.0). A future-state Claims Administration process was mapped to improve alignment between the Fraser Surrey Docks and Saint John Terminal with regards to general liability claims, property claims, 3rd party settlement, and insurance claims recovery. Interdepartmental relationships, external parties, system touch points, regulatory requirements, and documentation required throughout the processes were identified in detail.

Process Improvement Recommendations: Propel conducted process critique sessions with key managers to pinpoint current challenges faced by the department. In partnership with DP World’s staff, Propel identified 33 opportunities to streamline current processes, eliminate bottlenecks, gain clarity on roles and responsibilities, reduce rework, and foster collaboration across business units.

The Results

With Propel’s proven Business Process Improvement Methodology, the Insurance & Risk Management Process Analysis has given DP World the tools to improve alignment across functional units in the highly complex processes, setting DP World up for success in managing risks at both strategic and departmental levels.