普华永道PWC咨询顾问训练营_02 行业与案例研究(155)-2017.pdf

1、Consulting 101Case Study1 Apr 2017You Plus|Strictly private and confidential12You Plus|Strictly private and confidentialCase Study 1Determine Required Research and Data -The statue that didnt look rightCase StudyRead The statue that didnt look right.This story shows us that it is not about doing exh

2、austive analysis and research;it is more about relying on our experience and expertise.source:https:/ Plus|Strictly private and confidential34You Plus|Strictly private and confidentialCase Study 2Analyze and Compile Data for Effective Communication-Recompense Project in ABC-Life-Analyze by Fishbone(

3、Ishikawa)Diagram 5You Plus|Strictly private and confidentialTasks to doPrepare a fishbone(Ishikawa)diagram of potential causes.Challenge:“The Recompense project will not meet its deadline”Brainstorm as many potential causes as you can Group them on the fishbone diagram template provided Experiment u

4、sing 5 Whys Use one of the causes on the fishbone diagram Data Collection What data will you collect in order to verify your potential causes?What questions will you ask?Be as specific as possible!Solution Building Brainstorm solutions for the root causes you identified Case Study Problem SolvingABC

5、 life6You Plus|Strictly private and confidentialBackgroundToProject Review TeamFrom/LocationAl Summers,Business Solutions PartnerDate16 March 2011ReABC-Life:Project Review Briefing NoteI have agreed with Martin Cino,the Chief Operating Officer at ABC-Life,that we will undertake a review of their Rec

6、ompense Project.The following memo contains background information that I want you to analyse and use as the basis for gathering some more data in a few days time.You will initially have one day to gather more data so make sure you plan effectively.Avoid prejudging the exact nature of their problems

7、 before you have gathered more data.Case Study Problem SolvingABC life(continued)7You Plus|Strictly private and confidentialABC-Life:History Established in 1830 as a provider of life assurance and pension products to its owners or policyholders.Successful growth over the last two centuries,leading i

8、t to become one of the most successful life insurance officers in the industry.Success can be attributed to a number of factors including:Focused on the lucrative end of the market Unique in the market place in terms of regional structure and salaried sales people Streamlined systems and processes c

9、ontributing to effective cost base well controlled Actively managers funds of 25 billion on behalf of 500,000 individual policyholders.In recent years the company has undergone a difficult period,with various mis-selling reviews and lots of bad press.The current“mis-selling”fiasco relates to mortgag

10、e related endowments,which have received a lot of attention.The situation arose from products being sold to people with on explanation of the risks associated with such products.Consequently there have been a number of complaints about endowments not providing as great a return as customers had orig

11、inally been advised and therefore many customers were left with insufficient funds to pay off their mortgage.Blame was aimed at senior management and there has been a complete change of people in the top jobs.The current Chief Executive is David Green.Case Study Problem SolvingABC life(continued)8Yo

12、u Plus|Strictly private and confidentialThe Recompense Project The Recompense Project was established in October 2010 to review a population of approximately 100,000 mortgage related endowment policies and to implement the processes required to operate the Rectification Scheme.It is expected that th

13、is will result in approximately 80,000 offers being accepted.The project was set up with a time horizon of two to three years.The Project Manager is Peter Cannon who is an actuary by background and has worked in a number of areas of the business over the last 15 years.He therefore understands how th

14、e business operates extremely well.So far some 500 policy holders have been recompensed and a further 200 offers of compensation have been made.Case Study Problem SolvingABC life(continued)9You Plus|Strictly private and confidentialObjectivesThe two overriding objectives are:1.To complete the proces

15、sing required by the Recompense Project as efficiently and accurately as possible;2.To provide high quality customer service given the public profile of the Recompense Project.There is a project steering group with Martin Cino as chairman.Other members include:Head of Customer Service Head of Compli

16、ance IT Assistant Director Recompense Project Manager Special Projects AdvisorThe steering group is scheduled to meet every month to discuss issues relating to the project.Case Study Problem SolvingABC life(continued)10You Plus|Strictly private and confidentialOther information From some of the other pieces of work we have done with ABC-Life over the last few years,we have raised concerns about the capability and capacity of the internal audit function.Their auditors are BCAG.I also attach a sho