Equitable Gas Company
i-Squared conducted an extensive workflow management analysis and restructured more than 30 separate processes for Equitable’s customer service department. Adjustments to the organizational structure over recent years had made once-efficient processes cumbersome, slowing down operations through redundant efforts and manual steps that left considerable margins for error. We developed baseline models for all the different processes, using Equitable’s existing hardware, software, and network resources. The result significantly decreased customer-response time, eliminated redundant efforts, and eliminated duplicate information.
Federated Investors, Inc.
i-Squared engineered an automated document assembly process for money market prospectuses at this major financial institution. The project involved six months of up-front analysis and six months to implement the automated system. We reviewed and analyzed over 110 prospectuses, breaking each down into text components, analyzing and standardizing the language, and creating a system to automatically assemble the components into prospectuses through online question-and-answer pages. Draft development time for prospectuses was reduced from eight weeks to 20 minutes. Typesetting fees were also drastically reduced, and attorney review time for the prospectuses decreased significantly.
FedEx Ground developed many procedural documents to describe the interaction between FedEx employees and their driver contractors. These procedure documents are stored in an online, searchable directory for retrieval when needed. i-Squared reviewed the repository and one large procedure and, using our Wise Content™ Clearinghouse method made suggestions for both process and document improvements.
HJ Heinz Company
Heinz World Headquarters (WHQ) wanted to sharpen its competitive and innovative edge through an evaluation of its technology and knowledge landscape. They contracted with i-Squared to conduct a knowledge analysis to identify each department’s information needs, the existing content and flow of information from Heinz affiliates and among departments, and ways in which information and knowledge flow could be streamlined across all communicating parties to reduce redundant efforts and make informed technology choices as they upgraded their infrastructure.
i-Squared spent over 1,300 hours researching WHQ, studying each department, gathering data, and interviewing all levels of WHQ employees, from support staff to the CEO’s office, to produce our evaluation.
i-Squared evaluated Mellon Bank's internal document needs and existing processes to understand their need for a document department. Our consultant developed a comprehensive strategy for structuring, staffing, and operating a department dedicated to Mellon’s system documentation. The work included hiring and training dedicated specialists, creating departmental procedures, and fashioning a documentation methodology, as well as creating Mellon style guides, workflow strategies, departmental processes, and documentation guidelines. i-Squared also developed the structure and methodology for the types of documentation the new department was responsible for producing.
Prudential Insurance Company
An i-Squared team went to New Jersey to document Prudential’s network migration. We joined the team implementing the pilot project that could become the model for bringing Prudential’s 65,000 workstations into the client-server environment. i-Squared specialists tracked and identified existing documentation and critical processes, determined needs with regard to new and existing content, created review cycles, and developed different distribution strategies. Our work with Prudential offers many examples of the type of value and responsiveness i-Squared information specialists bring to a project. Our thorough understanding of many of the firm’s internal processes, for the purpose of documentation, often revealed outdated methods or duplications of effort that we were able to improve or streamline.