The Challenge

Amur Financial Group has been providing financial services to Canadians for over thirty years. In recent years Amur Financial Group has experienced rapid growth which has led to key processes no longer keeping pace. Amur Financial Group engaged Propel Solutions to improve profitability through creating accountability for revenue growth, and reducing costs through the establishment of efficient, effective and scalable processes.

The Objective

  • Review of Current Processes: Propel conducted a review of the current processes to determine opportunities for improving the capacity throughout the departments. This was done through interviewing staff, observing work practices, and creating detailed process maps that were critiqued by managers and staff. The resulting “as-is analysis” was used to identify opportunities for process improvements.
  • Process Improvement Framework Design: Based on Propel’s understanding of current processes and identified opportunities, a framework was created in order to quantify the value of improvement opportunities. The first opportunities targeted consisted of “Quick Wins” which are easy to implement and demonstrate the value of the project to staff.
  • Process Improvement Framework and Change Management: Longer-term recommendations were provided in order to streamline processes so that they were scalable, customer responsive, and quality orientated. In conjunction with the Amur Financial Group team, an Implementation plan was developed which clearly outlined the steps required to implement the changes including a plan for Change Management and Training.
  • Key Performance Indicators (KPIs): Propel worked with the management team to identify Key Performance Indicators (KPIs) that measured the schedule attainment, speed, quality, and productivity of support processes and the success of implementation changes. These KPIs ensure that the teams are fully equipped, that processes are responsive, identify capacity and assist management with day-to-day operating problems.

The Result

The Business Process Analysis provided Amur Financial Group with baseline measures of their current state and identified the opportunity to improve in key internal processes.  As a result of the analysis, management engaged with the teams, management, and executives, resulting in a culture of continuous improvement that will position Amur Financial Group for further sustained growth.  If you are interested in unlocking the potential of your organization contact us today!