OSCM - DAV Case
OSCM - DAV Case
Case Study
Deutsche Allgemeinversicherung
(DAV)
Why is DAV using SPC (Statistical Process Control)?
GOOD EMPLOYEES
INCRESED COMPETITION LEAVING/MOVING TO DAV'S TRADITIONAL WAYS
AND QUALITY IN MARKET OTHER FIRMS PROVING INEFFECTIVE
Insurance industry was DAV was known for DAV' traditional ways of
seeing an increase in the no. attracting effective managers working involved a lot of manual
of small players coming up but recently it saw its good work like transcribing hand-
and strengthening of the employees moving to others written policies and double
quality of customer service firms keying etc., which were time-
consuming and cost-ineffective.
What is SPC?
STATISTICAL METHOD TO CONSISTS VARIABLE CONTROL
MEASURE, MONITOR, AND CHARTS AND ATTRIBUTES
CONTROL A PROCESS. CONTROLL CHARTS.
MEASUREMENT
DIFFICULTIES
UNCLEAR
DEFINITION OF
WHAT CONSTITUTES
AN ERROR
How can DAV deal with the problems that arose in the initial phase of
implementation?
Using process analysis Using a tool like RPA Senior managers evalutaion
tools to understand the (Robot Process will not be publicly disclosed
process flow. Automation) which will make them more
Eg Flowchart, Mistake- enthusiatic about the work
proofing
How to begin improving the performance of the processes after implementation
of SPC?
1. Worker fatigue
2. Festive week leading to few people assigned greater work