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QMP & OEM
Transcript of QMP & OEM
Exceeded market throughput rate expectations; enhanced competitiveness.
Improvement of process stability, resiliency and capacity.
Adoption of Quality metrics as part of the performance appraisal process.
Improved customer service and company image.
Sigma is a statistical concept that represents the amount of variation present in a process relative to customer requirements or specifications.
Quality Management Program Background
An OER conducted in Bogotá in October 2008 by the CPM team, identified quality improvement opportunities in the areas of Operations and IT.
The Quality Management Program implemented in the US Processing and UW Centers, as well as the Branches, has demonstrated the value of this methodology as a quality improvement tool.
It was therefore decided to apply the US experience in benefit of the
Colombian quality improvement
ence in benefit of the Colombian quality improvement opportunities.
Design, develop and promote the QMP as one of the key strategic initiatives for Colombia in 2009.
Successfully implement a comprehensive set of methods, procedures, tools and people necessary to improve, maintain and control quality characteristics while simultaneously weaving them into the company’s culture.
Area of Opportunity
Expected QMP Impact
CSR effectiveness and efficiency
It applications performance(SISE)
Reduction in policy inssuance defects.
Identify workflow gaps as well as potential training and process improvement solutions.
Implement error and correction tracking method.
Instill quality as part of the company’s business culture.
Quality - Definition
Quality is the ability of a product or service to consistently meet or exceed customer expectations at an acceptable cost.
The higher the sigma level, the better the process is performing relative to customer requirements
Six Sigma Benefits
Having a measurable way to track performance improvements.
Focusing your attention on process management at all organizational levels.
Improving your customer relationship by addressing defects.
Improving the efficiency and effectiveness of your process by aligning them with your customer needs.
Developing new processes, products, and services that meet critical customer requirements upon initial offering.
was the winner for 2011 & 2012 performance!
Benefits in Colombia
OEM measures the Operational Efficiency underwriting and policy administration process by showing the relative proportion of UW & Pol. Admin.
UW & Policy Admin Costs
What is OEM?
April 2012 LAZ meeting held in Bogota - Efficiency Breakout Session
Based upon the conclusions of the breakout session, a pilot would be developed in order to
identify the best process model for a business unit
Why use Operational Analytics for Efficiency?
Direct relation to OPEX results.
Assist in streamlining our processes to create efficiency.
Helps define if current processes are align with business strategy.
EO -Pilot Colombia
Methodology expert in house.
Lowest OEM: CCI – 3.70% as of Oct 2012.
CIS – traditional line and similar across LAZ.
GOAL: Identify efficiency factors that drive
Colombia CCI results.
"Quality is the result of a carefully constructed cultural enviroment. It has to be the fabric of the organization, not part of the fabric."
"Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric."
Philip Crosby, Quality Guru
ACOAS Award Results
entered for the first time ACOAS awards, obtaining the 2nd place.
Process Tasks Time Template
Profile Analysis Template
EO- Pilot Next Steps
Complete development of Predictive Model
Validate Predictive Model
Implementation in LAZ
Methodology and Benefits
Benefits in Colombia