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Improvement of claim processing cycle time through Lean Six Sigma methodology

Improvement of claim processing cycle time through Lean Six Sigma methodology Purpose – In the service sector, reduction of cycle time is one of the key issues. Among various approaches, Lean Six Sigma became very popular as it provides the organisation the desired speed with quality. The purpose of this paper is to present a Lean Six Sigma case study for reducing cycle time in the claim settlement process in insurance or financial services. Design/methodology/approach – This paper presents an application of Lean Six Sigma methodology for claim settlement cycle time reduction in the insurance sector. Findings – Lean Six Sigma is found to work very well in the insurance sector for reducing process cycle time by carrying out process changes. Mixing statistical and analytical techniques helps to improve the process speed and is very well demonstrated by Lean Six Sigma approach for service organizations. Originality/value – This paper utilizes Lean and Six Sigma approaches in process improvement and presents an application. The main idea behind this paper is to demonstrate how combining Lean concepts/techniques with Six‐Sigma methodology can speed up problem‐solving approaches. Apart from the paper's value for managers, it can also help researchers to extend this for other areas of business processes. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Lean Six Sigma Emerald Publishing

Improvement of claim processing cycle time through Lean Six Sigma methodology

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Publisher
Emerald Publishing
Copyright
Copyright © 2013 Emerald Group Publishing Limited. All rights reserved.
ISSN
2040-4166
DOI
10.1108/20401461311319347
Publisher site
See Article on Publisher Site

Abstract

Purpose – In the service sector, reduction of cycle time is one of the key issues. Among various approaches, Lean Six Sigma became very popular as it provides the organisation the desired speed with quality. The purpose of this paper is to present a Lean Six Sigma case study for reducing cycle time in the claim settlement process in insurance or financial services. Design/methodology/approach – This paper presents an application of Lean Six Sigma methodology for claim settlement cycle time reduction in the insurance sector. Findings – Lean Six Sigma is found to work very well in the insurance sector for reducing process cycle time by carrying out process changes. Mixing statistical and analytical techniques helps to improve the process speed and is very well demonstrated by Lean Six Sigma approach for service organizations. Originality/value – This paper utilizes Lean and Six Sigma approaches in process improvement and presents an application. The main idea behind this paper is to demonstrate how combining Lean concepts/techniques with Six‐Sigma methodology can speed up problem‐solving approaches. Apart from the paper's value for managers, it can also help researchers to extend this for other areas of business processes.

Journal

International Journal of Lean Six SigmaEmerald Publishing

Published: May 31, 2013

Keywords: Six Sigma; Lean Six‐Sigma; Regression; Cycle time; Process management; Insurance companies

References