Improving the policy issuance process in the property line of Safe Secure Insurance Company

• Main Author: Bacala, Jessa O.
• Format: text
• Language: English
• Published: Animo Repository 2019
• Subjects: Systems engineering; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/6409; https://animorepository.dlsu.edu.ph/context/etd_masteral/article/13474/viewcontent/IAR_Paper__Bacala__Jessa_.pdf
• Institution: De La Salle University

In this action research, we focused on addressing an issue within the Office of the President & CEO that we collaboratively identified through the time management matrix, which is the inefficiencies in the policy issuance process in the Property Line of Safe Secure Insurance Company. In such, we aimed to achieve the following specific objectives for Property Policy Issuance Section; (1) to remove non-value adding activities in the process, (2) to improve the processing turnaround time, and (3) to improve employee performance and productivity. In doing this, we applied the concept of lean six sigma’s DMAIC methodology as the conceptual framework and Kurt Lewin’s Change management model to effectively come up with interventions/ activities that would address the issue and initiate changes within the Property Policy Issuance Section. Through our collaborative efforts, there were two changes implemented in this action research. First, during the first cycle, we removed the additional steps of transferring documents from two offices, and on the second cycle, we resolved the issue of not well-defined employee task assignments. The experience in doing this action research had taught me the importance of collaboration, open communication, and time management. Aside from that, through collaboration with this action research, we were able to realize to other employees and even to management that changes, and improvement in the existing processes are necessary for the company to meet the customer's requirements, improve customer satisfaction and continued business growth for the company.