Deutsche Allgemeinversicherung Case Online Upload
Deutsche Allgemeinversicherung
Date: February 11, 2015
TABLE OF CONTENTS
Executive Summary p. 2
Issue Identification p. 3
Environmental Root Cause Analysis p. 4
Alternatives p.6
Recommendation p.7
Implementation p. 8
Monitor and Control p. 9
Executive Summary
Deutsche Allgemeinversicherung (“DAV”) is one of the world’s largest insurance companies.
DAV’s traditional business model was exceeding customer experience for the quality of service in order to maintain current customers and attract new ones. One of the challenges that DAV faced was processing and retrieving information and data without errors in a timely manner across their multiple divisions and various locations. Improving quality was a high priority as there was increasing competition. Annette Kluck, the Head of Operations, wanted to improve their quality of customer service by starting a Process Measurement and Improvement (“PMV”) project by using statistical process control (“SPC”).
The use of on-line technology and a pilot program in the New Customer Policy Process department is recommended to help improve the accuracy and customer service experience. Monthly and quarterly meetings will be held to monitor the recommendations to see if performance and productivity is up to standards
Issue Identification
Deutsche Allgegeinversicherung (“DAV”) is one of the largest insurance companies in Germany. DAV is facing pressure from the competitors in the industry such as Allianz, Credit Lyonnais and Aetna; in addition the company also receives competition from smaller insurance companies that are trying to provide customized service. To differentiate from other companies, DAV focused on customer service to distinguish their company in the market. The focus on quality and processing customer information without error was pertinent in DAVs strategy to maintain and grow their customer base.
The Head of Operations, Annette Kluck set out to improve their
Date: February 11, 2015
TABLE OF CONTENTS
Executive Summary p. 2
Issue Identification p. 3
Environmental Root Cause Analysis p. 4
Alternatives p.6
Recommendation p.7
Implementation p. 8
Monitor and Control p. 9
Executive Summary
Deutsche Allgemeinversicherung (“DAV”) is one of the world’s largest insurance companies.
DAV’s traditional business model was exceeding customer experience for the quality of service in order to maintain current customers and attract new ones. One of the challenges that DAV faced was processing and retrieving information and data without errors in a timely manner across their multiple divisions and various locations. Improving quality was a high priority as there was increasing competition. Annette Kluck, the Head of Operations, wanted to improve their quality of customer service by starting a Process Measurement and Improvement (“PMV”) project by using statistical process control (“SPC”).
The use of on-line technology and a pilot program in the New Customer Policy Process department is recommended to help improve the accuracy and customer service experience. Monthly and quarterly meetings will be held to monitor the recommendations to see if performance and productivity is up to standards
Issue Identification
Deutsche Allgegeinversicherung (“DAV”) is one of the largest insurance companies in Germany. DAV is facing pressure from the competitors in the industry such as Allianz, Credit Lyonnais and Aetna; in addition the company also receives competition from smaller insurance companies that are trying to provide customized service. To differentiate from other companies, DAV focused on customer service to distinguish their company in the market. The focus on quality and processing customer information without error was pertinent in DAVs strategy to maintain and grow their customer base.
The Head of Operations, Annette Kluck set out to improve their