Details

We need to measure the total time it takes us to process a new business case - from the time it is received in data entry until a decision is made.

A business intelligence report is needed to measure casework operational efficiency.

The report needs to be broken down by company and case type and measured for a period of time from X date to Y date; and also by caseworker.

Background:

• There are 3 subsidiary companies (a, b, c) handled by this processing center for all the case work
• There are several steps between case received to decision but steps may vary based on case type or other conditions
• There are certain rules on how cases are assigned to caseworkers. For example, cases can be assigned by applicant last name initial, or assigned by case type
• There are 3 case types: Full App, Simplified, Special

Deliverables:

• Develop a report prototype that allows the operation center head to view the average case-handling time at summary level, at company level, at case type level.
• Additionally, the report should be able to tell who the top and bottom case-workers are.
• The report should be flexible allowing various parameter selections.