Enhancing workaround processor for manual task processing for policy admin department

Insurance companies processing and servicing customer’s needs. Customer’s satisfactions are the most important part for the insurance companies, so that the customer trusts the company and willing to continue with the company services for the long periods. To build the trust and keep promises to cli...

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Main Author:	Mythiananthan, Gaury
Format:	Thesis
Language:	English
Published:	2022
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/102379/1/GauryMythiananthanMAHIBS2022.pdf.pdf
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id	my-utm-ep.102379
record_format	uketd_dc
spelling	my-utm-ep.1023792023-08-28T06:20:32Z Enhancing workaround processor for manual task processing for policy admin department 2022 Mythiananthan, Gaury HD28 Management. Industrial Management Insurance companies processing and servicing customer’s needs. Customer’s satisfactions are the most important part for the insurance companies, so that the customer trusts the company and willing to continue with the company services for the long periods. To build the trust and keep promises to client, company should deliver client quality services via automation and digitalization of the work process are play an important role. Healthy relationship is built from the trust. The purpose of this action research is to identify the factors that lead to lead to low turnaround time and unproductive tasks, to recommend solution by send statement and letters by email instead of hardcopy to client, automation process for surrender and cancellation task and upload the image in work flow by vendor instead of provide PDF copy to AmMetLife and to implement solutions by enhancing workaround processor for manual task processing to reduce turnaround time and to avoid unproductive tasks at workplace. The factors that contribute to the low turn around and unproductive tasks are due to Policy Admin Department work together with vendors to deliver the statements and letters to group product client via hardcopy. Second is unsatisfactory turnaround time performance such as surrender and cancellation task process manually which is in high volume on monthly basis. Unproductive tasks referring to the return image received from vendor in PDF copy for renewal certificate and statements. At the same time, the research aims to propose automation task and digitalization process flow as an intervention plan towards the organization and hence to evaluate the effectiveness of the automation process after the implementation take place at AmMetLife Insurance Berhad. McKinsey's framework for digital transformation strategy theory and roadmap for digital site model underlie the model framework in the current study. A mixed-method approach applied in this research using interviews and through comparing reports, invoices and work flow process chart before and after the interventions. 2022 Thesis http://eprints.utm.my/id/eprint/102379/ http://eprints.utm.my/id/eprint/102379/1/GauryMythiananthanMAHIBS2022.pdf.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:147767 masters Universiti Teknologi Malaysia Azman Hashim International Business School
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Mythiananthan, Gaury Enhancing workaround processor for manual task processing for policy admin department
description	Insurance companies processing and servicing customer’s needs. Customer’s satisfactions are the most important part for the insurance companies, so that the customer trusts the company and willing to continue with the company services for the long periods. To build the trust and keep promises to client, company should deliver client quality services via automation and digitalization of the work process are play an important role. Healthy relationship is built from the trust. The purpose of this action research is to identify the factors that lead to lead to low turnaround time and unproductive tasks, to recommend solution by send statement and letters by email instead of hardcopy to client, automation process for surrender and cancellation task and upload the image in work flow by vendor instead of provide PDF copy to AmMetLife and to implement solutions by enhancing workaround processor for manual task processing to reduce turnaround time and to avoid unproductive tasks at workplace. The factors that contribute to the low turn around and unproductive tasks are due to Policy Admin Department work together with vendors to deliver the statements and letters to group product client via hardcopy. Second is unsatisfactory turnaround time performance such as surrender and cancellation task process manually which is in high volume on monthly basis. Unproductive tasks referring to the return image received from vendor in PDF copy for renewal certificate and statements. At the same time, the research aims to propose automation task and digitalization process flow as an intervention plan towards the organization and hence to evaluate the effectiveness of the automation process after the implementation take place at AmMetLife Insurance Berhad. McKinsey's framework for digital transformation strategy theory and roadmap for digital site model underlie the model framework in the current study. A mixed-method approach applied in this research using interviews and through comparing reports, invoices and work flow process chart before and after the interventions.
format	Thesis
qualification_level	Master's degree
author	Mythiananthan, Gaury
author_facet	Mythiananthan, Gaury
author_sort	Mythiananthan, Gaury
title	Enhancing workaround processor for manual task processing for policy admin department
title_short	Enhancing workaround processor for manual task processing for policy admin department
title_full	Enhancing workaround processor for manual task processing for policy admin department
title_fullStr	Enhancing workaround processor for manual task processing for policy admin department
title_full_unstemmed	Enhancing workaround processor for manual task processing for policy admin department
title_sort	enhancing workaround processor for manual task processing for policy admin department
granting_institution	Universiti Teknologi Malaysia
granting_department	Azman Hashim International Business School
publishDate	2022
url	http://eprints.utm.my/id/eprint/102379/1/GauryMythiananthanMAHIBS2022.pdf.pdf
_version_	1776100909163479040

Enhancing workaround processor for manual task processing for policy admin department

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