Case Study on Improving Commission Accuracy and Timelines  

Oleh:

Jain, Hemant K. ; Ansari, Mehnasheen

Jenis: Article from Proceeding
Dalam koleksi: Asian Network for Quality (ANQ) Congress 2011, Ho Chi Minh City, Vietnam, 27-30 September 2011, page 1-8.
Topik: Customer Satisfaction Survey (C-Sat survey); Project Charter; Root Cause Analysis (RCA); Value Stream Mapping (VSM); Failure Mode and Effects Analysis (FMEA)
Fulltext: IN11 Fullpaper_RGICL_Commission-Revised 25Aug11.pdf (465.95KB)

Isi artikel

Reliance General Insurance Company Limited is the 3th largest private General Insurance Company (RGIC) in India. 90% of RGIC’s business is sourced throughIRDACertified Agents. They are paid a fixed commission amount for every insurance policy sourced. The commission percentage varies with volume of business sourced, as per agreement with Sales officer. Commission is processed and dispatched centrally from Corporate Office. The local Sales Officer delivers the cheque to the Agents. An independent survey by AC Nielsen (one of world’s leading organization helping companies gauge customer satisfaction through their eQ model) gauged the Commission TAT satisfaction score (for the FY2008-09) at Top2Box score of 65 (a score below 70 is a concern) and Bottom2Box score at 23 (anything above 9 is a concern). The same for Accuracy of Commission payment was at Top2Box score at 69 and Bottom2 Box score at 16. Thus a widespread dissatisfaction amongst agents was quiet evident from this survey. Keywords Customer Satisfaction Survey (C-Sat survey), Project Charter, Root Cause Analysis (RCA), Value StreamMapping (VSM), Failure Mode and EffectsAnalysis (FMEA)

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