Progress Insurance

Progressive Insurance

Assignment question:

1. What is Progressive’s business?

a. Insurance for vehicles with security and protection.

b. Immediate response vehicles: inspect of the scene of an accident, estimate claim and print checks

c. Damage compensation

d. Quick claim service

e. Personal insurance to customers

f. Good customer service and operational excellence

2. What is critical to the success of the business?

a. IRVs are fully equipped with computers, printers etc to take care of accident scene. Thus leads to service quality, in terms of speedy repayment for claims, short response time

b. Direct link between adjusters and customers. E.g.: claim adjusters on the street who relies on 2 way radios as they communicate with the dispatchers about accidents and locations.

c. Presence of a fleet of vehicles next to dangerous intersections

d. Sufficient manpower, large pool of staff and response team

3. How does Progressive’s use of hardware contribute to these success factors?

|Critical Success Factor |Type of Hardware |Contributions |

|IRVs are fully equipped |Vehicles |Access to mainframe computers |

| |Laptop |Printing copies for claims/estimates/checks |

| |Printer |Making photos of accident scenes |

| |Camera |Communication with HQ/Clients/Workshops |

| |Mobile phone | |

|Direct link between adjusters and |Laptop |Access to mainframe...