Dav Insurance
DAVG is the retail division of Deutsche Allgemeinversicherung (DAV), the second largest insurance company in Germany. DAVG recognized that the key to staying ahead of the competition is customer service. New customer satisfaction depends heavily upon accurate data entry of applications, which even with current technology, is still a manual process. In order to control costs and provide excellent customer service, DAVG wanted to measure and improve data entry accuracy. Because their current data was suspect, a manufacturing-style SPC measurement and improvement system called PMV was chosen. Over the last six months, DAVG has tested the PMV process in 15 departments.
During phase one, a group of five measurement problems arose along with two employee issues.
• All departments had to start with a sample size of 200 observations per week. Some departments had to increase their sample rate beyond 200 in order to yield at least 3 incorrect forms. Departments did not like the increased workload. Each sample takes approximately 5 minutes to check.
• Some departments started imparting their own judgment upon the definition of a good and bad form. Only forms with errors deemed critical were now counted as bad.
• The legal group had a hard time quantifying and applying the good vs. bad concept to their work.
• Several groups wanted automatic charting of their sample data in order to reduce the workload.
• A few groups with low accuracy rates were concerned that they may get singled out by upper management. In fact, some employees wanted to change measurement criteria in order for their department’s numbers to look better.
• While many employees have bought into the program, others are apathetic. These employees believe that the PMV program is just the flavor of the month.
• Some employees believe PMV is a tool that management is going to use to weed out bad employees.
The PMV program is...
View Full Essay