Deutsche

Deutsche Allgemeinversicherung (DAV) Case Analysis

Tia Ngo and Greg Benjamin

GSB 723-01 - Operations Management

Professor – Dr. Mohamed Askar

Executive Summary

This Insurance firm is part of the service industry that offers affordable rates and customer service to their clients. Customers searching for an insurance company try to find one that can provide and deliver quick responsive and reliable services that will meet their needs. Deutsche Allgemeinversicherung (DAV) is a German insurance company that concentrates in selling retail insurance such as health and property insurance. DAV is an example of a service industry that attempted to improve their process development in order to provide customers with outstanding services. DAV’s main competitive advantage is exceeding customer experience for the quality of service in order to maintain current customers and attract new ones. One of the challenges that DAV faced was processing and retrieving information and data without errors in a timely manner across their multiple divisions and various locations. With the increase competition and demand of customers, improving quality was a high priority for DAV. One strategy used to increase their quality efforts was the start-up of a Process Measurement and Improvement (PMV) project using a manufacturing concept of improvement techniques that can be applied to an insurance service industry. This approach is known as statistical process control (SPC). Management was not satisfied with the current way that quality was being delivered. They believed that the high percentage of accuracy of 99% did not truly reflect what their current process was. By implementing SPC within their operations, it can help identify methods to improve their performance process. Areas that require analysis in order for DAV to continue with their process improvement efforts to compete in quality include: process measures, training, and implementation process. Based on the analysis,...