Global Lean / Six Sigma

Robert Epner Conference Chairman Regional General Manager & Chief Operating Officer ING Asia/Pacific Ltd Six Sigma / Lean IQPC Industry Conference Hong Kong Process Improvement Through Effective Measurement Practices

ING - World-Wide Financial Services Group ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],As at 8/9/2006 * Source: ING financial as of 2 nd quarter 2006

ING has a Wide Presence in the Asian markets China 1.3bn Malaysia 23m Philippines 85m Thailand 64m India 1.1bn Japan 127m Korea 48m Taiwan 22m Australia & NZ 24m Hong Kong 7m Singapore 3m Second largest Insurance business in Asia Second largest Investment Management business in Asia ex Japan

Over the last 3 years Operations Culture has Transformed…. ,[object Object],[object Object],[object Object],2 nd Half 2003 Process Analysis May 2004 1st Customer Cup & Six Sigma Training July 2004 First wave of Six sigma Projects ( 7) Oct 2004 KPI targets incl. in TPE-MTP Second Wave Six Sigma Projects (11) Jan 2005 NB UW Regional Process Optimization March 2005 2nd Customer Cup July 2005 Six Sigma Champions Training Claims Regional Process Optimisation Jan 2006 Customer Service Model Regional Optimization Implementation NB/UW & Claims Optimization processes 3 rd Wave of Six Sigma Projects (4) 4 th Wave of Six Sigma Project (19) By own trainers Train the Trainer (TTT) July 2006 STP for NB/UW 2 nd TTT Workshop organized 3 rd Customer Cup Black Belt Course Stage 1 Process Management Stage 2 Six Sigma Deployment Stage 3 Regional Process Optimization

P lanning P eople Analytical P roblem Solving P rocess Management Business System – The “4 Ps” Approach

Workstream Organization: Regional Process Owners New Business and UW Leaders: Jimmy Wong, Vivek Bengani, Steven Chik Policy Owner Services Leaders: Emily Chen, Philip Koh, Stella Feng Claims Processing Leaders: Lynna NG, Ritu Thakur, Bing Mu Wu Contact Center Leaders: Tina Dougherty, Ryoichi Tachibana, Meesook Won Aust Dalian HK India Japan Korea Malay Shang Taiw Thai 1 2 3 4 “ Workstream Governance Charter” establishes roles and responsibilities NZ Malaysia Korea Hong Kong Malaysia Taiwan Malaysia Shanghai Taiwan Korea Australia Japan India

AP Regional totals for 12 BUs – 2005 Figures Work Stream Volumes Total for the Year Monthly Average Total Policies Issued 1.2 ml 100,000 Total Inbound Calls 3.3 ml 275,000 Total POS Transactions 1.0 ml 60,000 Total Claims 2.6 ml 220,000

Standardizing data collection - Quantitative and Qualitative ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],KPIs - New Business / Underwriting Quantitative Qualitative

KPI Measurement and Tracking ,[object Object],[object Object],[object Object],[object Object],[object Object]

Managing and Measuring Six Sigma Projects ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Special Challenges for Regional Projects ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Summary - Six Sigma Projects in Asia Pac TOTAL > 67 BU Level > 3 Region Wide Optimization > 18 Quick Wins Greenfield Markets BU Wise Six Sigma Projects ,[object Object],[object Object],[object Object],[object Object]

TPE: BU members Set Measure for Operational Excellence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Driver Objectives & Measures Present ……… ……… ……… .. ……….. ’ 04E ’05F ’06F ’07F KPIs Based on Key Principles: “Make Them Practical” and “Get Started then Refine” ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Quarterly Summary – Asia Pac Ops Dashboard

As-is- profiling – Sample of NB/UW for design stage SAMPLE

Customer Segmentation for VOC – Measure stage of the Optimised Processes Sample Segmentation for VOC Over 2000 internal and external customers Interviewed for the Optimization Processes )

The Optimized/Std Process : Sample of Claims Optimized SAMPLE

Measuring Compliance of Optimised process – Quarterly Compliance Report submitted by Bus & summarised at RO SAMPLE The BUs’ self-assessments compiled quarterly compliance report Summary of Compliance SAMPLE

Managing BUs Project implementation – Monthly tracking of Projects

Sample of Quick Wins - Claims Projects Workstream Project Goals Project Leader Claims Design of Case-specific Claim Form Ted (Australia) Claims Avoidable -Requirements Screening Ted (Australia) Claims Pre-Screen Call Ted (Australia) Claims Case-Routing to Assessors / Specialists & Field Investigators Young Eun (Korea) Claims Claim Assessor Case / Precedence Library and Best Practices Ritu (India) Claims Dispute Case Handling (incl. definition, metrics) Raymond (HK Life) Claims Escalation Logic Boonticha (Thailand) Claims Accept / Decline Correspondence Jimmy (Malaysia) Claims Decline Communication Call & Info Capture Emily (Dalian) Claims Fraud Detection / Prevention Ritu (India)

Linkage bw Six Sigma Projects, Optimised Process , Six Sigma Qualification Program and KPIs ,[object Object],[object Object],Project Selection Optimised Process Gap Analysis Projects identified to fill gaps bw Current and Optimised Process Project Completed to achieve Project Goals and Improve Processes Project completion leads to Target KPIs & Optimised Process P lanning P eople Analytical P roblem Solving P rocess Management Successful Project Replicated across BUs via Workstream leaders & updated on Intranet TPEX site – for benefit of all BU s Professional Development Project Team Qualifies Orange Belt on Completion of Project

To Summarise we have a boxful of tools which are “field tested” ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Global Lean / Six Sigma

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (20)

Destaque

Destaque (20)

Semelhante a Global Lean / Six Sigma

Semelhante a Global Lean / Six Sigma (20)

Último

Último (20)

Global Lean / Six Sigma