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Case study: systems maintenance productivity improvement at ITT Hartford. (ITT Hartford Insurance Group)
In a six-month period, ITT Hartford's Commercial Lines systems group eliminated a 26-person-year backlog and increased measured productivity of its 12 work group well over 25%. The payoff: a shift of $1.75 million per year of effort away from maintenance to a new value-added automation effort, and a big lift in morale for the programmers and for their customers.
The key to the change was a shift from working on developmental activities - visioning, training, team building, customer focus and professionalism, in the hope that they would lead to tangible results - to direct work on results improvements in ways that also produce learning, new processes and new team …
