Deutsche Allgemeinversicherung free essay sample

Deutsche Allgemeinversicherung (DAV) is one of the worlds largest insurance companies. In 1996, 51% of DAVs business was in Germany (in which 60% was in retail insurance). Managers of other firms say DAVs strengths lie in both sound, traditional insurance management (most likely the core insurance product offering) and outstanding customer services (most likely the human contract element in the insurance product). The insurance company has cutting-edge technology. DAV seeks to lower its defects internal costs and external costs by increasing its appraisal and preventation costs. Competition Concern#1: Insurance service products are increasingly becoming homogeneous (and easy to replicate), and not only does DAV compete against the other giants of the industry such as Allianz, Credit Lyonnais and Aetna, but in addition the company has many smaller insurance companies as competitors. Differentiating DAVs customer service can be used as an advantage over competitors. Customers In the case quality for customers is what customers value, i. Dav’s goal:improve info accuracy quality PDCA –cycle – quality improvement Steps in PDCA cycle Plan: Identify and recognize problem. Develop an action plan that includes a workable solution. lack of information accuracy and quality lack of employee skills within the organizations PDCA cycle †¦. Action plan Identify different tools within SPC Tools: Flow charts -visual representation of the process -identify point where problems occur -intervention points for solution PDCA cycle †¦. PDCA cycle †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. Cause and effect or Fishbone diagram Identifies,displays graphically,explores possible causes relating to the problem to discover the root of the problem Eg. The core problem was information Accuracy poor quality PDCA cycle †¦. PDCA cycle †¦. Develop training programmes for internal employees E. g.. In the case we find that there are forexample 154 permanent employees 132 temps PDCA cycle †¦. Do: implement solutions Implementation of a pilot PMV project Employed an academic consultant to develop a statistical sampling plan Provide more training to employees i. e. PMV PDCA cycle †¦. Check:Review and evaluate change check that solution has intended result Employees multiskilled – reduce no of temps employed Identify SPC tools applicable to specific Departments –check sheets,flow chart etc PDCA CYLE †¦. Electronic charting – saves time,cost effective General principles not applied correctly as employees did not know whether a phone number or a clients address can be viewed as critical information Hence if more training is given improvement will be achieved PDCA cycle †¦Ã¢â‚¬ ¦ Act: Reflect and act on the learning experience SPC technique is a good measure of processes and improvement however Dav didn’t apply it effectively The Spc technique can be standardized within the company with the right tools and training provided.