Live Case Study
We will present our team’s project focused on how we went about reducing grievance for one of our partner bank’s distribution channel customers who purchase life insurance policies from us, as well as how it impacted customer satisfaction and other key organizational metrics by using a structured DMAIC approach under Six Sigma methodology. High rates of dissatisfaction in this channel was a problem area which was solved by this team.
Our team project is focused on reducing the customer grievance and is directly linked with our company vision and strategic priorities of service excellence and a strong distribution network. It was rated high on complexity and change management due to increased focus on customer protection by insurance regulators and banking regulator, which made it crucial for our company and partner bank to proactively address and reduce customer grievances. Moreover, this project was cutting across all our key stakeholders: customers, insurance regulators, banking regulators, 233 partner bank branches with 1558 Bank sellers, and 163 of our employees.