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Deutsche Allgemeinversicherung

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Deutsche Allgemeinversicherung
Deutsche
Allgemeinversicherung
(DAV)
CASE STUDY
Background of the COMPANY
1966
Insurance Company – 48 Billion Premiums
32 Countries
50% in Germany
60% in Retail Insurance
Key Role Players
Background of the COMPANY
Prominent Position Key Factors of Success - Sound, traditional insurance management - Outstanding customer service - Wide variety of products - Excellent group of insurance risk managers
Background of the COMPANY
DAV Kundendienstgruppe (DAKG)
Employed more than 2000 people
Divisions of DAKG
Temporary Employees
Seasonal Demands
Corporate mandate
Relationship between PMV Project & SPC
PMV Project: entailed using the SPC Technique and within this technique various tools can be used to assist with statistical sampling
Statistical Process Control is an analytical decision making tool which allows the org to see when a process is working correctly and when it is not

Current Process - PDSA
PLAN:
Identify and recognize problem
DAV: intention ; lack of information accuracy and quality

Control Tool can assist organizations to identify problems & possible causes
DAV: Pareto & Control Chart

Current Process: cont…..
DO:
Make the changes designed to correct or improve the situation
DAV: DAV implemented a pilot measurement project (PMV)
Employed an academic consultant
Current Process: cont….
STUDY:

Study the effect of these changes on the situation
Evaluate the results

DAV: (Negative effects)
Excessive sampling
Groups increasing sample size
When is a mistake a mistake?
Some groups had problems measuring themselves
Selection of facets to satisfy managers

Current Process: cont….
DAV: (Positive Effects)
Increased knowledge
Sense of belonging / unity
Employee involvement
Self development

Current Process: cont….
ACT
If the result is successful standardize the change
If the outcome is not yet successful look for other ways to change
DAV: used the correct technique (SPC)
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