Operations Optimization

Overview

The Operations Optimization workflow ensures agencies continuously improve efficiency by assessing workflows, implementing enhancements, training staff, and evaluating results. By leveraging Momentum AMS’s Notes, Documents, and Tasks, agencies can track progress and create accountability for long-term improvement.

Assess Workflow Efficiency

Purpose: Identify bottlenecks or inefficiencies in existing processes.

Workflow Goal: Collect performance data, review workflows, and summarize findings in AMS to guide improvements.

AMS Steps:

• Choose the workflow to assess (e.g., certificate issuance, quote-to-bind, endorsement processing).

• Pull data from Interactive Reports or use Task reports to measure completion times, error rates, or overdue items.

• Interview team members for pain points.

• Map the workflow externally (flowchart or checklist) for analysis.

• In AMS:

  • Go to Agency Profile → Notes tab → Add Note.

  • Enter a summary:

    “Workflow assessment completed for Certificates on [Date]. Identified delays in approval step and redundant re-entry of insured data.”

  • Tag as Ops – Efficiency Review or Process – Needs Improvement.

  • Upload supporting visuals (flowchart, checklist) to Agency Profile → Documents → Operations Optimization folder.

Enhance Workflow Processes

Purpose: Implement targeted improvements and track their impact.

Workflow Goal: Streamline processes, clarify roles, and monitor adoption through AMS tracking.

AMS Steps:

• Define enhancements (e.g., reduce manual entry by using Quotelinq, adjust task handoffs).

• Set measurable goals (e.g., 20% reduction in processing time).

• Communicate updates during team meetings. Upload process guides or SOPs to Agency Profile → Documents → Operations Optimization.

• In AMS:

  • Add a Note in the Agency Profile summarizing the change:

    “New certificate process rolled out on [Date] – goal: cut turnaround time from 24 hrs to 12 hrs.”

  • Tag as Ops – Process Improved or Workflow – Enhanced.

  • Use Tasks to assign team members follow-up responsibilities (e.g., “Adopt new certificate process starting [Date]”).

Train Staff on Workflow Procedures

Purpose: Ensure all staff adopt and consistently apply updated procedures.

Workflow Goal: Provide structured training and track completion in AMS.

AMS Steps:

• Prepare training materials (PDF guides, flowcharts, videos). Store in Agency Profile → Documents → Training Materials → Operations.

• Schedule sessions (1:1, group, or webinar).

• Demonstrate workflow updates live in AMS, walking through key decision points.

• In AMS:

  • Go to Agency Profile → Notes tab → Add Note.

  • Record:

    “Staff training completed on [Date] for endorsement workflow update. All CSRs trained, reference guide uploaded.”

  • Tag as Training – Completed or Workflow – Staff Trained.

• If refresher training is needed, create Tasks with reminders at 30–60 days for follow-up.

Evaluate Impact of Workflow Changes

Purpose: Measure the success of changes and refine based on results.

Workflow Goal: Use data to confirm improvements and ensure continuous optimization.

AMS Steps:

• Use Interactive Reports to monitor KPIs (turnaround time, rework rates, service request volume, client retention).

• Compare before-and-after data for at least 30 days.

• Present results in team or management meetings. Upload reports to Agency Profile → Documents → Operations Optimization folder.

• In AMS:

  • Go to Notes tab → Add Note.

  • Enter:

    “Impact evaluation for renewal workflow completed on [Date]. Average turnaround improved from 10 days to 7 days. Next goal: 5 days.”

  • Tag as Ops – Post Change Review or Workflow – Evaluated.

✅ Outcome: By systematically assessing, enhancing, training, and evaluating, agencies can build a continuous improvement loop directly within Momentum AMS — with all reviews, trainings, and changes documented for transparency and accountability.