Eastern Insurance Processing Centre - OPM400 Assignment #2

15% of Final Mark

Eastern Insurance Company has a main processing Centre in Calgary, Alberta that is responsible for all Canadian claims. On average they process over a thousand claims per month. Claims are for a range of services including dental, medical, and professional services. Recently it has been brought to the Managements attention that errors are becoming an increasing problem. The company does not have a Quality Control Department, but the Operations performance does fall under the responsibility of Marco Rossi, Operations Manager. Although he has no formal training in quality, he has taken a measure of implementing a Quality improvement project.

In a four-week period in January 2022, each day, a group of claims were removed from the system and given a thorough evaluation. Results are recorded in the chart below.

In February, extra training took place for all employees. All associates in the Claims department attended either a six-hour session, or two four-hour sessions depending on factors such as their position, length of service, and their area of responsibility. Eastern spent over $75,000 to complete this training, convinced that the reduction in number of errors would save the company money in the long run.

Approximately 20% of the employees in the Claims Department have been working for Eastern for less than one year, so this seemed like a good time to refresh the training that was given. Also, in the past year there has been two new major customers for Eastern which resulted in new forms/ documents and processes, as well as a much higher workload.

In March 2019, Marco Rossi felt it was important to determine whether the training that he implemented resulted in a reduction in the number of errors in customer claims. Once again, the same number of randomly selected claim forms were removed from the system. Each form was carefully evaluated to look for errors.

The information below is from the January (original data) and from March (after the training). As a new hire from the Business Program at Seneca College, you have been asked to do an evaluation of the data and to put together a report on the success of the training program at Canadian Insurance Company, and to recommend next steps.

Assignment:

Compile a report that includes the following:

1.Cover page and Table of Contents. Ensure each section has a proper title and that each graph is properly labeled. Double space all pages. Compile the report in the order of the numbers given below. Ensure that your Table of Contents is compiled using the Microsoft WORD tool.

2. Executive Summary. You should finish this part after you have covered all the issues of this assignment, but it should appear at the beginning of your report. In that way it will allow Marco Rossi to have immediate, short and clear understanding of the main findings and conclusions of the report. Give your specific results here, including the percent improvement in errors. (1-2 paragraphs)

3. Summarize for Mr. Rossi the four costs of quality, giving examples of each from Eastern Insurance. (Maximum two paragraphs)

4. a Fish-Bone (Cause and Effect) chart, which indicates some possible reasons for the defects listed in the case.

5. Use EXCEL and perform a Pareto Analysis for the original data. (Pre-training) Comment on the performance in the Claims Department. Include the Table with your data as well as the Pareto chart.

6. Using the original data, draw a Run Chart (Line Chart) for each of the top 2 errors indicated on your Pareto Chart. Can any conclusions be drawn from this line chart?

7. Perform a Pareto Analysis on the data obtained after the training took place (post training). Discuss the improvements and next steps. Was the training successful? (1 paragraph)

8.It has been discussed that there is some pressure in this industry to obtain ISO Certification. Is this something you would recommend, and why, or why not? (1 paragraph)

9. From the information you have discovered, suggest two recommendations for Eastern Insurance Processing Centre to improve their performance going forward. Use information learned in our unit on Quality. (maximum 2 paragraphs)

The charts and graphs must be computer generated. Each Pareto Analysis must include the Pareto table and the Pareto chart. Ensure that you import your EXCEL document into WORD so that your formulas are visible. Use Paste Special.

You must ensure that your charts appear as you want them to be seen in your WORD document. If they cannot be seen in WORD, they cannot be marked.

No part of this report should be hand written or written in the first person. Do not use I, we, you, me, my etc. Ensure that the rubric is the final page of your assignment.

This is an individual assignment, no part of this assignment may be shared with any other student. Save your file as Firstname.lastnameAss2 Assignments must be submitted into MySeneca and not by Email.

Please remember to identify your charts/graphs- Main Titles, X-Axis and Y-Axis Titles and Scale, other names of data. Be sure to cite any external references.All submissions must be submitted through SafeAssign in order to be graded. Submit only ONE WORD document.