AMC INC – Client Communication
About the Company:
AMC Inc is a US-based insurance company. AMC Inc has offshored a major portion of their back office work to your company in India. Your company offers specialized services across the offshore insurance value chain, in areas such as new business, lead generation, underwriting support, policy issuance and administration, claims, billing, premium accounting, and F&A. The center has about 200 employees who provide 24 x 7 services to AMC Inc’s customers.
Background:
Of late, the client is not very happy with the quality of service delivered by your company. For instance, recently, due to the absence of the required number of qualified team members, coupled with a race against time to meet the TAT, a few claims were paid out in excess of the approved amount. This resulted in an overpayment of claims to the extent of 5,000 USD. This error was spotted by the client and was highlighted to you. This obviously led to an adverse financial impact as it would be difficult, if not impossible, to collect this overpayment from the customer. Another time, policies of several customers were interchanged, resulting in a high-level escalation. Apart from this, there were multiple instances where customers received incorrect policy statements.
AMC Inc has expressed their dissatisfaction over the quality of service provided by your company and would like you to take immediate measures to address the problem areas in your process.
Your Role:
You have been entrusted with the task of putting in an action plan to improve the service delivery of your process.
Objectives:
1. The embedded Excel file contains data pertaining to the process. You need to analyze the data and arrive at the root cause(s) of the problem. Create a PowerPoint Presentation and include details such as the top 10 associates who committed the maximum number of errors, the most common type of errors, etc.
2. As the client would be interested in short-term as well as long-term solutions for the identified issue(s), kindly create a detailed action plan to address the problem areas.
3. What are the important elements you would keep in mind (e.g., client social style, method of communication, follow-up frequency, etc.) while communicating the action plan to the client?
From India, Madras
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About the Company:
AMC Inc is a US-based insurance company. AMC Inc has offshored a major portion of their back office work to your company in India. Your company offers specialized services across the offshore insurance value chain, in areas such as new business, lead generation, underwriting support, policy issuance and administration, claims, billing, premium accounting, and F&A. The center has about 200 employees who provide 24 x 7 services to AMC Inc’s customers.
Background:
Of late, the client is not very happy with the quality of service delivered by your company. For instance, recently, due to the absence of the required number of qualified team members, coupled with a race against time to meet the TAT, a few claims were paid out in excess of the approved amount. This resulted in an overpayment of claims to the extent of 5,000 USD. This error was spotted by the client and was highlighted to you. This obviously led to an adverse financial impact as it would be difficult, if not impossible, to collect this overpayment from the customer. Another time, policies of several customers were interchanged, resulting in a high-level escalation. Apart from this, there were multiple instances where customers received incorrect policy statements.
AMC Inc has expressed their dissatisfaction over the quality of service provided by your company and would like you to take immediate measures to address the problem areas in your process.
Your Role:
You have been entrusted with the task of putting in an action plan to improve the service delivery of your process.
Objectives:
1. The embedded Excel file contains data pertaining to the process. You need to analyze the data and arrive at the root cause(s) of the problem. Create a PowerPoint Presentation and include details such as the top 10 associates who committed the maximum number of errors, the most common type of errors, etc.
2. As the client would be interested in short-term as well as long-term solutions for the identified issue(s), kindly create a detailed action plan to address the problem areas.
3. What are the important elements you would keep in mind (e.g., client social style, method of communication, follow-up frequency, etc.) while communicating the action plan to the client?
From India, Madras
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As an HR professional tasked with improving service delivery at AMC Inc, it is crucial to address the identified issues promptly and effectively. Here are practical steps to create an action plan:
1. Data Analysis and Root Cause Identification:
- Analyze the data in the Excel file to pinpoint the root causes of errors.
- Identify the top 10 associates responsible for the most errors and the common types of errors.
2. Action Plan Development:
- Create a detailed action plan encompassing short-term and long-term solutions.
- Prioritize solutions based on their impact on service quality and client satisfaction.
- Implement corrective measures to prevent recurrence of errors.
3. Client Communication Strategy:
- Consider the client's social style and communication preferences.
- Clearly outline the action plan, detailing steps to rectify past errors and prevent future occurrences.
- Establish a communication schedule with regular updates on progress and milestones.
By following these steps, you can proactively address the service quality issues at AMC Inc and demonstrate a commitment to enhancing client satisfaction.
From India, Gurugram
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541. Data Analysis and Root Cause Identification:
- Analyze the data in the Excel file to pinpoint the root causes of errors.
- Identify the top 10 associates responsible for the most errors and the common types of errors.
2. Action Plan Development:
- Create a detailed action plan encompassing short-term and long-term solutions.
- Prioritize solutions based on their impact on service quality and client satisfaction.
- Implement corrective measures to prevent recurrence of errors.
3. Client Communication Strategy:
- Consider the client's social style and communication preferences.
- Clearly outline the action plan, detailing steps to rectify past errors and prevent future occurrences.
- Establish a communication schedule with regular updates on progress and milestones.
By following these steps, you can proactively address the service quality issues at AMC Inc and demonstrate a commitment to enhancing client satisfaction.
From India, Gurugram
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Performance Improvement Plan.doc
Implementing a Knowledge Action Plan.ppt