Lean Six Sigma Project on Global Quality Improvement

Pranay Kumar Nov 6, 2022 1298 0

Lean Six Sigma Project on Global Quality Improvement

Business Case

We are a leading co. in Insurance customer service with 700+ employees. We assign tickets for queries of customers if they have any for any of our functioning departments. I.e.; Claim status, payment disputes, Enrolment status, billing & benefits, premium & explanation of benefits, and forward the same for a resolution to the concerned department. We provide 24x7 call support for all enrolled customers for their convenience and better experience in healthcare and our one of the leading insurance. Our purpose is to drive the business with a good strategy and good decision-making, report a greater ability to deliver revenue growth, and drive successful innovation and ongoing transformation.

Our service is an aspirational reason for being which Inspires and provides a call to action for an organization and it’s partners and stakeholder and provide benefits to local and global society.

Problem Statement :

Call Quality of the process – “Teletab” process has a quarter quality score is 67% against the target of 94%. As per the quality score of the process 51%, HC is directly impacting Quality followed by 41% HC(MQ).

The client might pull back the business OR implement the penalty on quality which will impact the overall process/Revenue. If the penalty is implemented, it will impact directly 10 circle businesses out of 12.

Goal Statement

To increase the current quality(67%) to 97% of call quality by improving performance levels of all with high focus on the bottom performers to further improve the capacity of handling calls with quality the same number of FT deployed.