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1 Customer

  • Leading nationwide Title Underwriter

2 Business Situation

  • To reduce cost and improve service levels in property searches for title insurance
  • Zero documentation, leading to lack of product standardization
  • No robust Internal quality measurement process

3 Solutioning

  • Deployed SmarTrans model using Six Sigma Black belt experts
  • Streamlined processes & leveraged 24x7 operations
  • Standardized procedures to eliminate Non-Value Add steps

4 Execution

  • Transferred operations to two locations (for Business Continuity backup)
  • Created audit team at SLK and client to perform 100% stratified QC covering business critical fields
  • Transitioned majority of the work to SLK within 6-8 months (11 processes)

5 Value Delivered

Enhanced service to end-customers
  • Quality improvement from 90% to 99%
  • Overall Turn time dropped from 7 Days to 3 days
30% operational cost reduction

I continue to hear positive reports from most areas. Please communicate to the teams their efforts are appreciated and thank them

SVP, National Title Underwriter

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