This case discusses the issue of process inconsistencies in a life insurance company, Grand Insurance Company (GIC). The case renders itself for discussion on the issue of the implementation of AURA, an automated proposal evaluation system, and the future of process improvements at GIC. The case creates an environment to discuss some of the decision points involving process improvements, which are aimed at reducing customer grievances due to delay in proposal processing. This case also discusses the possible negative impacts of process improvements on business viability