Workflow Automation Process for a Reinsurance Company Using BPM Tool: A Stakeholder Engagement Perspective

Abstract

This chapter describes the stakeholder engagement methodology applied for the design and development of a workflow automation process for an accounting system in the reinsurance domain, using a business process management (BPM) tool. The BPM tool offers a workflow solution, which can be customized and managed. The workflow comprises services, tools, and screens to provide the required assistance to the stakeholders.

This is a case of a reinsurance company automating the accounting workflow process. Earlier, the workflow was a manual, time-consuming complex process involving various dynamic business rules. As part of automation, the customer wanted to include a flexible business rule engine embedded into the workflow automation system, while following the standards of the Association for Cooperative Operations Research and Development (ACORD).

The automation exercise required buy-in from all stakeholders for a sustainable and smooth transition from a manual to an automated workflow system. In order to enable this, a holistic stakeholder engagement methodology was used to get the buy-in from all stakeholders. The stakeholder engagement methodology ensures the automation workflow process is complete, satisfying the principle of inclusivity. The principle of inclusivity refers to three important elements, i.e., materiality, completeness, and responsiveness. This helped satisfy all the stakeholders’ needs and concerns while designing and developing workflow automation.