Deutsche Allgemeinversicherung (DAV) is using statistical process controls (SPC) due to DAV Kundendienstgruppe (DAKG) having issues with data entry of policyholder’s applications lack of quality and technical issues. One area of customer service that required improvement overall at DAV was the ability to process information and data without mistakes, as well as retrieving it in a timely fashion. In order to do this, DAKG started measuring quality by using Statistical Process Control (SPC), which was generally used in manufacturing. SPC is utilized to understand a process and achieve higher levels of quality of monitoring and controlling the process, which ensures that DAV is operating at its full potential. In order to go about this process,
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2) Improvement: Using these measurements to improve quality and performance by establishing control measure that compare variance against upper and lower limits, and a mean, to if the items fits with the expected, specific predictable and normal variations levels. Attribute Control charts are used to monitor an organization’s progress in case there are any inherent defects in the present process. Generally, SPC is used by the manufacturing industry, but insurance companies are categorized under the service industry. This means problems are harder to evaluate due to the human error. Defining what to measure is difficult, which means there will be many inconsistencies within this area of quality service. SPC will measure processes such as the process of inputting data from the application form into computers through the use of p-control charts. Applying these statistical techniques will allow for the process to decide if it is delivering what the customer needs. If you were to explain the concept of a p-chart to a group of bank tellers without a background in SPC, in about 30 minutes, how would you do …show more content…
This would include the accuracy in paperwork, answering of phones properly when a customer is calling and wait/hold times etc. I would post the question to all the tellers of how can they monitor all these scenarios over time? This would then be explained through the p-chart, which is useful in determining the variation in yes or no type of data. For example, the insurance paperwork is either filled out correctly or incorrectly. Step 1 Understand what the P- control chart is for: It is used to look at variation in yes/no type attributes data. There are only two types of outcomes in which the item is defective or not defective and we see if this is consistent over time. If the teller’s service fails to conform to a standard, then the service is defective. For example, the customer may not be pleased if he/she is calling on numerous occasions and leaving voicemails and no tellers return the calls. Suppose you have determined the operational definition for returning the calls in a timely manner is “ returning the voice
2) Improvement: Using these measurements to improve quality and performance by establishing control measure that compare variance against upper and lower limits, and a mean, to if the items fits with the expected, specific predictable and normal variations levels. Attribute Control charts are used to monitor an organization’s progress in case there are any inherent defects in the present process. Generally, SPC is used by the manufacturing industry, but insurance companies are categorized under the service industry. This means problems are harder to evaluate due to the human error. Defining what to measure is difficult, which means there will be many inconsistencies within this area of quality service. SPC will measure processes such as the process of inputting data from the application form into computers through the use of p-control charts. Applying these statistical techniques will allow for the process to decide if it is delivering what the customer needs. If you were to explain the concept of a p-chart to a group of bank tellers without a background in SPC, in about 30 minutes, how would you do …show more content…
This would include the accuracy in paperwork, answering of phones properly when a customer is calling and wait/hold times etc. I would post the question to all the tellers of how can they monitor all these scenarios over time? This would then be explained through the p-chart, which is useful in determining the variation in yes or no type of data. For example, the insurance paperwork is either filled out correctly or incorrectly. Step 1 Understand what the P- control chart is for: It is used to look at variation in yes/no type attributes data. There are only two types of outcomes in which the item is defective or not defective and we see if this is consistent over time. If the teller’s service fails to conform to a standard, then the service is defective. For example, the customer may not be pleased if he/she is calling on numerous occasions and leaving voicemails and no tellers return the calls. Suppose you have determined the operational definition for returning the calls in a timely manner is “ returning the voice