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Category: Business and Industry
Date Submitted: 10/15/2016 07:17 AM
Case Study 2: Coping with Project Risk on Technology Implementation & Transformation
Projects within a Large Organization – The Case for Superior Risk Management Discipline
In September 2010, CHEMICS Insurance advised its staff that their all their offices would
receive an overhaul of systems and processes. This was a technology overhaul program at its
core. Yet there was an opportunity to streamline the business process to enable straight-throughprocessing and improve support levels. The new procedures and tools will promise to solve a
variety of issues with have plagued the organization. The new tools would be simpler to use to
conduct business, easier to train, and easier to support for the IT department. The project was
scoped and estimated to be impacting 20,000 employees in the US division before it was
deployed to the company’s international offices. Code named “The CHEMICS Method”, the
project had a life time budget of $50M from start to completion and it was estimated that the
program would take 3 full years to complete.
The senior executive group envisioned some of the clear benefits of the project before signing
off on the expenditure. A senior project management team was assembled comprising of internal
CHEMICS resources and external consultants. The project would impact nearly every facet of
the organizations, including HR, Pre-sales, and External Sales, Marketing, Customer Service,
Claims, IT, Billing and other Back office. Every business process would be changed and
streamlined as part of the project. Sophisticated, role-based workflow systems would be
deployed to enter, collect, collate, and analyze business data. Real-time client information would
be available and seamlessly integrated throughout the different departments.
The promise was to reduce business costs and streamline the company’s operations which had
not been done in any holistic manner for the past 150 years of the company’s existence. The
project was kicked off in...