Deutsche Allgemeinversicherung Case
Deutsche Allgemeinversicherung Case
Summary Deutsche Allgemeinversicherung (DAV) is one of the world’s largest insurance companies. The success of the company has been contributed to its product offerings and “an excellent group of insurance managers” (case page 2). The company provides superior “traditional insurance management” and excellent customer service. However, the company began to face stiff competition not only from larger competitors but also from smaller insurance firms that are able to provide customized service to each individual client. To keep its current position in the market DAV has decided to concentrate on quality of customer service which it sees as a core competency. The new project that Annette Kluck has begun to implement has two stages, collecting the data and using it to improve the customer service level. Currently the company does not know how accurate data of accuracy of their staff. Annette has challenges collecting accurate data through using Statistical Process Control (SPC) which is usually used in manufacturing, and might not be a good fit for her industry if not studied and implemented properly. Employees are making errors because of the high pressure and fast throughput environment within organization when processing applications within the same day. Instead of fixing root cause problem the management ends up brining temporary workers and continuing to have lack of technology. If new online application created this would help to eliminate a lot of problems that exist with inaccurate entry of data.
Issue Identification
DAV is facing pressure from the competitors. Not only larger companies that are trying to take DAV’s market share but smaller ones that are trying to provide customized service and now trying to enter DAV’s main market. In addition, customers are becoming intolerant of the mistakes that are made by DAV’s employees. Customers are expecting to have excellent quality
Summary Deutsche Allgemeinversicherung (DAV) is one of the world’s largest insurance companies. The success of the company has been contributed to its product offerings and “an excellent group of insurance managers” (case page 2). The company provides superior “traditional insurance management” and excellent customer service. However, the company began to face stiff competition not only from larger competitors but also from smaller insurance firms that are able to provide customized service to each individual client. To keep its current position in the market DAV has decided to concentrate on quality of customer service which it sees as a core competency. The new project that Annette Kluck has begun to implement has two stages, collecting the data and using it to improve the customer service level. Currently the company does not know how accurate data of accuracy of their staff. Annette has challenges collecting accurate data through using Statistical Process Control (SPC) which is usually used in manufacturing, and might not be a good fit for her industry if not studied and implemented properly. Employees are making errors because of the high pressure and fast throughput environment within organization when processing applications within the same day. Instead of fixing root cause problem the management ends up brining temporary workers and continuing to have lack of technology. If new online application created this would help to eliminate a lot of problems that exist with inaccurate entry of data.
Issue Identification
DAV is facing pressure from the competitors. Not only larger companies that are trying to take DAV’s market share but smaller ones that are trying to provide customized service and now trying to enter DAV’s main market. In addition, customers are becoming intolerant of the mistakes that are made by DAV’s employees. Customers are expecting to have excellent quality