Customer Service And Claim Cycle Time - 930 Words

My company has several departments that contribute to the processes of the company and the needs of the customers. My department is only one department in the process and for the needs of the paper I am going to focus on processes of my department and how it helps the company function within the goals they have set. Rummler and Brache 9-Box Model Organization Goals – Strategy, Operating Plans, and Metrics I have been with my company Farmers Insurance for 15 years. During my employment I have gained experience from several different departments and positions. Our organization is ranked within the top ten insurance companies. Our yearly metric scores, called NPS are based on customer surveys and written policies. They show that we have a good solid foundation in the industry amongst our customer base and competitors. These scores have significantly improved over the last couple years from being in the low 40’s to the high 80’s. This is a reflection of our focus to customer service and claim cycle time. Unfortunately, our town hall meetings and employee discussions consistently reveal the company is always behind or falls short in the area of strategy and operating plans. There have been several changes administered within the company specifically focusing on customer experience and claim life cycle time. Th ese changes also directly affect the employee’s job performance and load. At times it seems changes are not considered or do not come to fruition until another companyShow MoreRelatedLaws Of Speed And Lean Six Sigma1209 Words   |  5 PagesThe Power Laws of Speed In the book, Competing Against Time (Free Press 1990), the authors present compelling evidence for the power laws of speed. The 5% Rule: The actual time required to produce or deliver a service is only 5% of the total elapsed time. The 25-20 Rule: Every 25% reduction in elapsed time will double productivity and reduce costs 20%. 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