Reduction of the claims rate in a Peruvian finance company by applying an integrated PDCA model

Authors

Cutipa-Luque, Alexander

Torrealba-Pacheco, Jorge

Viacava-Campos, Gino

Cardenas-Rengifo, Luis

Abstract

There is currently a growing demand with respect to the number of claims for products or services purchased. The financial sector is no stranger to this, with approximately more than 26 thousand claims per year. In this regard, key indicators such as average service time and average queue waiting time are vital to evaluate the quality of service provided and to find areas for improvement. Companies make a great effort to improve the quality of the services provided, through excellent staff communication with the customer, clear information on services and short queuing times. In this context, a continuous improvement model (PDCA) has been proposed, integrated with tools such as work standardization, which reduces the variability of the service process; process redesign, which is responsible for reformulating the training process; and queuing theory, which allows us to identify the correct distribution of operations and servers to ensure a balance between costs and the service capacity provided. Finally, the application of the proposed model resulted in a 67% reduction in waiting time, an 8% increase in the level of attention and a reduction in operating time of approximately 35%.