Deutsche Allgemeinversicherung (DAV) CASE STUDY Background of the COMPANY 1966 Insurance Company – 48 Billion Premiums 32 Countries 50% in Germany 60% in Retail Insurance Key Role Players Background of the COMPANY Prominent Position Key Factors of Success - Sound‚ traditional insurance management - Outstanding customer service - Wide variety of products - Excellent group of insurance risk managers Background of the COMPANY DAV Kundendienstgruppe (DAKG) Employed more
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Deutsche Allgemeinversicherung Company Deutsche Allgemeinversicherung (DAV) is one of the world’s largest insurance companies. In 1996‚ 51% of DAV’s business was in Germany (in which 60% was in retail insurance). Managers of other firms say DAV’s strengths lie in both ’sound‚ traditional insurance management’ (most likely the core insurance product offering) and ’outstanding customer services’ (most likely the human contract element in the insurance product). The insurance company has cutting-edge
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Deutsche Allgemeinversicherung Question 1 Why is DAV using Statistical Process Control (SPC)? What are the challenges in applying SPC to a service industry compared with manufacturing? Ms Kluck was advocating the SPC as a means of improving the efficiency and accuracy of the Customer Service operations. Reducing errors increases the productivity‚ lowers the costs to the company. Customers benefit from an improved customer service aspect and over time will lead to higher revenues. Any time
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For exclusive use Lahore University of Management Sciences‚ 2015 Harvard Business School 9-696-084 Rev. April 15‚ 1997 Deutsche Allgemeinversicherung Annette Kluck parked her chin on the heel of her hand as she watched her electronic fishbowl‚ late on a Friday afternoon in January 1996. Frank Schoeck‚ the head of operations at DAV Kundendienstgruppe1 (DAKG)‚ had just made a surprise visit. “So‚” he had said‚ in his famously blunt style‚ “when do you think we’ll start seeing some visible results
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Deutsche Allgemeinversicherung Case Summary Deutsche Allgemeinversicherung (DAV) is one of the world’s largest insurance companies. The success of the company has been contributed to its product offerings and “an excellent group of insurance managers” (case page 2). The company provides superior “traditional insurance management” and excellent customer service. However‚ the company began to face stiff competition not only from larger competitors but also from
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Deutsche Allgemeinversicherung was founded in 1966 by Andreas Steininger. It was one of the world’s largest insurance companies. Around 51% of its business was in Germany with a 60% of its business in the field of retail insurance. Its keys to success were the traditional insurance management and its remarkable customer service. In DA‚ a typical process flow of a new policy would start by either a customer going to one of the companies branches or contacting a company agent. The customer would fill
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| |2011 | | | | | | | Deutsche Allgemeinversicherung Process Measurement and Improvement Introduction The case is based on an insurance service company which traced back to 1994. The company was facing problems in controlling and improving service quality and operation
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FORM B (specific course information) |Course Name/Title |Process Management in Manufacturing/ OPIM 656 | |Program |MBA | |(e.g. MBA or Ph.D.) | | |Required or elective
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Case Study: Deutsche Allgemeinversicherung Executive Summary: This case study involved the analysis of the Statistical Process Control of documents for DAU‚ a company looking to stay ahead of the rest in today’s competitive market. Specifically‚ the company is looking to improve their process of documenting customer information in forms both filled by customers‚ as well as by representatives. What is important to note here‚ is that documents can have errors (as they often do)‚ however‚ these errors
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Deutsche Allgemeinversicherung Date: February 11‚ 2015 TABLE OF CONTENTS Executive Summary p. 2 Issue Identification p. 3 Environmental Root Cause Analysis p. 4 Alternatives p.6 Recommendation p.7 Implementation p. 8 Monitor and Control p. 9 Executive Summary Deutsche Allgemeinversicherung (“DAV”) is one of the world’s largest insurance companies. DAV’s traditional business model was exceeding customer experience for the quality of service in order to maintain current
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