Changes were made based on quality standards to protect insured persons against ill health and ensure that their financial benefits are paid. This required the proper and transparent administration of resources, avoiding duplication of work, to ensure that the institution’s limited resources were used wisely. The aim was to offer a more people-focused service, increase staff involvement and leadership, develop a process-based approach, achieve continuous improvement of medical and financial service provision through quality assurance, and define and standardize management indicators with which to measure productivity across all the institution’s processes. This required teamwork and the exchanging of experiences and knowledge monitored by monthly quality circles. The changes led to better organized, more orderly and cleaner work places, allowing better productivity and a more pleasant working environment. Executive commitment to the project was pivotal.