Homework 3
- To be completed individually or in pairs
- Submit a document in PDF (preferred option), Word, or Excel format.
This homework refers to the Insurance Claims Handling process at InsureIT that you modeled in homework 1 and analyzed in homework 2.
Task
Propose a set of changes to the "as is" claims handling process in order to address the following issues:
- Long-term claims take too long to be handled
- Some customers stop receiving monthly benefits during renewal due to delays
Each change you propose should include:
- A brief description of the change (what part of the process is affected by the change and how?).
- A justification of the change (why do you believe this change would address the issue?). In the justification of the change, you may refer to your analysis you did in homework 2, as well as the re-design principles of lecture 8 and/or the redesign heuristics introduced in Lecture 9.
- An indication of which performance measures would be improved thanks to this change, and an estimation (based on data provided in the process description) of the magnitude of the expected improvement. If the change involves a major investment (e.g. developing a new software system), indicate that such an investment is required to implement the change.
We expect you to propose between 2 and 4 changes.