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 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 description of the change, including answers to the following questions: What part of the process is affected by the change and how? For example, which tasks will be affected and how? Which interactions will be removed or streamlined? Which responsibilities will need to 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.
- 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.
- Does the change introduce a new risk, or if it increases an existing risk, and why?
- 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.
We expect you to propose between 2 and 4 changes.