PRODUCTION AND

OPERATIONS
MANAGEMENT

S. Morgan
 Background
 Found in 2010 by the Roger’s sisters

 Promote business by conducting seminars and presenting

their services to firms

 Offers Health, Life and Automotive Insurance

 The Aim of the organization is gain 100% customer

satisfaction with services available, therefore Roger’s
Insurance offers both customize packages as well as
prepared packages.

 Consultations for customers and potential customers

 Online services
FLOW CHART
 Start: Choose
prospective
customers

No Are you
interested in
Auto
insurance?

Finished
Yes

Yes Do you require

maximum
coverage?

Choose the supreme policy plan

which offers: Teen car coverage,
high monthly deductibles and road No
side assistance for as long as you
are insured Yes

Do you have any

Package is processed. This
takes one to two weeks
Finished
medical
conditions or
illness?
Choose the classic plan which offers 20% introductory
discount and lower monthly premiums for our general
life insurance package

Information is sent to the office;

Takes 1 to 2 weeks to process

Finished

A
Customer Demand and
Process Capacity Relationships
The EMCA CAPTIVA INPUTACCEL
solution helps the business to deal with the
increase in customer demand by eliminating
the time and expense of manual data entry
and reducing the opportunity processing
errors, INPUTACCEL also provides cost
containment and business process
improvement. The business gains quick and
easy access to critical business data
while improving productivity.
Customer Demand and Process
Capacity Relationships (cont)

◦ In order to further manage customer demand

and process capacity relationships the business
utilizes a predictive sales analytics solution known
as Insurance Sales and Channel Management
(ISCM). It helps the business to increase sales
and profitability, and reduce risk.
Metrics Used To Measure the
Process Performance

 Conduct telephone and social media

surveys with their customers
 Suggested solutions- Email questionnaire
and the business could employ a
standardized approach, such as a computer-
based performance management system
 Manager Assessments
 How Production Is Planned
 Production of each insurance plan is developed
by the project team and formulated according
to the demand of the company’s target market.
Hence, before each new plan is implemented or
accepted as a company policy plan a market
research is carried out. The company also
utilizes the bench marketing strategy to ensure
that each plan offered is of the highest quality.
When each plan has been signed off on the
package is marketed through advertising
mediums such as: radio, television,
internet, sales promotions and
newspapers.
How Production Is Planned (cont)
 Marketing agents are sent to perspective
customers in addition to those customers who
come into the company to engage in business. As
is necessary, for the agents who promote the
insurance package directly by approaching the
customers appointments are made with the
prospective customer for the agent to pitch or
promote the product to them. Depending on the
number of persons who has accepted us to
become their insurance provider each account
responsibility is largely left up to the supervision
of the account manager.
Quality Management Issues

 Cohesiveness amongst departments

 Clear assignment of responsibility

Product Delivery Issues
• Late arrival or cancellation of seminar
and business meeting due bad road
conditions, weather conditions and
natural disasters

• Lengthy investigation process after

accident

• Delay in roadside assistance

Collaboration and
Coordination Issues
 Sharing of equipments among
departments as the business uses a
centralized system for its equipments

 However, staff that is suitably trained and

thus fully able to carry out their tasks and
duties efficiently.
 The Interfaces Of The Process
With Both The External And
Internal Customers
The external customers are service
providers and consumers while the
internal customers of this noble company
are employees, brokers and agents.
External customers provide the revenue
stream that a business (which includes the
internal customers) needs to survive. Both
customers interact on a daily basis in
order to complete the daily
objectives of the company.
Waiting Line Issues
 Customers are incompetence to provide
requested documents. When this happens it
cost the automobile insurance company
both time and money to have the staff
contacting these customers in order for
them to send the correct documents to
continue processes their information.
 The equipment has to be shared within
departments in the company thus customers
may have to wait for a while before their
information is process since.
 Supply Chain Issues And Concerns
 Supply chain issues such as the fact that the
information is sometimes not transmitted in a
timely manner does occur. This occurs as a result
of issues such as when the staffs are busy
because of an influx of customers. This in turn
affects the speed at which some customer’s
insurance package is processed. Though these are
not issue that present themselves often they
have somewhat decreased the efficiency of the
company and therefore has become an area that
has received much attention.
RECOMMENDATIONS
Quality Management Issues

 Managers in each department should develop a

relationship with each other hence, encouraging
communication amongst line staffs in relation
to the different aspect of the task to be
completed.

Supervisors should ensure that all employees

understand that task that he or she is required to
carry out, this can be done by the setting of
schedule and posting it publicly and sending
reminders via email, word of mouth,
phone or cell phone for any other task
that was not scheduled.
Product Delivery Issues

 When hosting seminars or travelling to

meeting ensure that agents are dispatched
two hours in advance to accommodate
unplanned circumstances.

 Develop a system so that the investigation

process will better organized hence
customer will not have wait for a lengthy
period of time.
Collaboration and Coordination
Issues

 Provide each department with their own

equipments in order to make the processing
flows smoothly.
The End