Deutsche Allgemeinversicherung ( Dav ) Is Using Statistical Process Controls

823 Words Oct 28th, 2015 4 Pages
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, Annette Kluck, who was overseeing Operations Development, implemented a tool called Prozessmessung und Verbesserung (PMV); “Process Measurement and Improvement”, at DAKG. This was implemented in two phases: 1) Measurement: An application was entered measuring the quality number of process steps. 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…

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