The Client
A leading insurance company in Lebanon, with sister operations throughout the region, and affiliated to one of the largest global insurance and asset management groups.

Main challenges

• Intensifying competition in the local market
• Increasing customer sophistication and demands

Approach
The complex program involved several distinct phases over a period of two years, and included a comprehensive reengineering of the company’s business processes. During this program, CDS worked with 60 individuals at the company.

Impact: selected results

• Optimization of the company’s operating modes, leading to significant productivity gains and allowing much faster response to customer requirements and market changes
• Institutionalization at all levels
• Alignment with global standards, leading a global insurance group to acquire a majority stake in the company

The client says …
Our management all agreed that we had to act. None of us was certain what to do or what direction to take, but we knew that major changes were needed and the sooner the better.

After requesting offers from three consulting firms, we chose CDS. Why? Their level of commitment and professionalism was immediately apparent. We also appreciated the fact that their approach was more personal than commercial.

If we had not found CDS, we probably would have tried to do the job ourselves. I now realize how close we came to making this major error. I am also aware of the enormous amount of complex work CDS has accomplished on our behalf.

First, a motivated CDS team was invited to discover the most effective way to perform our work. With great effort, patience and dedication, CDS consultants gained a rapid and precise understanding of our working environment.

Then, stimulating teamwork and professional techniques used by CDS helped initiate new thinking and behavior that increased productivity and knowledge.

This vital operation was difficult for some of our people. However, CDS helped others to realize their potential despite the fact that their level of competence had reached a plateau. As a result they experienced a profound change in attitude that saved their careers while benefiting the company.

Today, despite the cost in time and money, most of us realize that we were very fortunate to have worked with CDS and to have begun the re-engineering operation when we did.

We are confident that our company is now better equipped and staffed to face new global markets and the challenge of continuously changing conditions.

My advice to any company considering such a program with CDS is this: do not hesitate to be fully transparent. Try to enjoy the process, which is like a game, although a very serious game.

Chairman and CEO