Page 425 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Design and Improvement of Service Processes—Process Management 383

Perform
Log loss loss Simple Determine Simple Evaluate Negotiate Conclude
report investig- claim exposure claim liability claim claim
ation

Complex Complex
claim claim
Perform
Evaluate
loss damage
analysis
Figure 10.27 Simplified USAA Insurance Claim Processing Process Map

Customer
agrees (0.5)
No coverage (0.1)
Customer (0.5)
doesn’t agree
Complex (0.52) Coverage (0.9)
Case
Simple (0.48) Coverage (0.9)

No coverage Customer
agrees (0.5)
Customer (0.5)
does’t agree
Figure 10.28 Claim Types Distribution

Fairness
of the
settlement

Speed of
Personnel payment and Customer
utilization overall claim satisfaction
service quality

Information
about the
claims process

Figure 10.29 Cause-and-Effect Analysis of Customer Satisfaction