Risk Surveys Lean Six Sigma Storybook. So what is a Risk Survey?
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Transcript of Risk Surveys Lean Six Sigma Storybook. So what is a Risk Survey?
Risk Surveys
Lean Six Sigma Storybook
So what is a Risk Survey?
Project Charter
Problem Statement
Anecdotal evidence suggested that the turnaround of Risk Surveys was up to;
10 months for new business,
12-18 months for renewals
This was due to a substantial backlog.
Project Charter
Project Goal:
To reduce the completed Risk Survey Report cycle time and ensure that
90% are processed within the turnaround targets of
10 days for new business,
30 days for renewals and
Project Charter
Project Constraints:.
Project Scope:
In Scope: All Risk Surveys
Out of Scope: The Underwriting functionBranch Processes
Process Map of the current processRisk Survey Process
RA
Reg
iona
l Mgr
RA
Reg
iona
l Mgr
Ris
k A
dvis
orR
isk
Adv
isor
P&
R (
Mic
helle
)P
&R
(M
iche
lle)
A/c
Mgr
/ B
ranc
hA
/c M
gr /
Bra
nch
Clie
ntC
lient
Bro
ker
Bro
ker
Bus
ines
s S
uppo
rtB
usin
ess
Sup
port
No
Yes
Leave as quote
Issue
Issue or leave as Quote?
Quote and Rate
Requires RA?
Apply UW Guidelines
??? See Comments
Log Survey Request in
Lotus Notes
Update Survey Request
(PolNo) ??
Complete Quote/Sale 2
Complete Quote/Sale 1
Process Sale 1
??1
Application:Client Contact
and Risk Details
START
Quote documentation?
Quote Only
Process Sale 2
??2
Produce Priorisation list for outstanding Risk
Surveys (monthly)
Send to RA Regional Manager
(via Email)
Make any changes regarding
allocation of RA
Send to relevent RAs
Receive Prioritisation
list
Receive list from Regional RA Manager
Contact Client / Broker to arrange
appointment
Appointment Arranged
Appointment Arranged
Travel to Site for Risk Survey
Conduct Survey
Record findings on Survey Report from SR Template (Short Survey
Form vs Miltipurpose Survey Form)
Save to ‘S’ Drive
Survey Uploaded
to LN
25days
Diary ‘bring up’ for 25 days time
Prepare Business Support update /
Client letter describing changes to terms
At ‘bring up’: Ascertain what has/not been completed.
Adjust policy terms accordingly
Approval (SUM?) of letter and
recommendations
Prepare Business Support ‘update’
Assess, draft Client letter of
Recommendations
Update LN and Polisy
(?)END
Recomm.s for client
Provide details of completed
recommendations (or not)
Engage Client to effect Recomm.s
(?) New (?) policy terms advice to
client ??
??3
Process date update and
policy changes if applicable
??4
Process Policy changes if applicable.
In Scope
Voice of Customer Matrix
Lean Six Sigma Fundamentals
Data Collection Plan
Baseline Data - Completed Surveys
6005004003002001000
Median
Mean
240225210195180165150
1st Quartile 71.00Median 195.003rd Quartile 335.00Maximum 567.00
196.07 230.03
155.06 202.00
149.67 173.76
A-Squared 6.94P-Value < 0.005
Mean 213.05StDev 160.81Variance 25860.88Skewness 0.543418Kurtosis -0.811502N 347
Minimum 0.00
Anderson-Darling Normality Test
95% Confidence I nterval for Mean
95% Confidence I nterval for Median
95% Confidence I nterval for StDev95% Confidence I ntervals
Days to Complete Re Surveys
Time (Days) Taken to Complete Surveys
Sept 2010
595 days or 20 months - The greatest time taken to complete a New Survey.
Currently 97% defect rate
Sept 2010
567 days or 19 months - The greatest time taken to complete a Re Survey.
6005004003002001000
Median
Mean
1751501251007550
1st Quartile 38.00Median 97.003rd Quartile 248.00Maximum 595.00
132.05 171.63
62.91 123.09
131.70 159.83
A-Squared 10.15P-Value < 0.005
Mean 151.84StDev 144.40Variance 20851.88Skewness 0.975082Kurtosis -0.120055N 207
Minimum 0.00
Anderson-Darling Normality Test
95% Confidence I nterval for Mean
95% Confidence I nterval for Median
95% Confidence I nterval for StDev95% Confidence I ntervals
Days to Complete New Surveys
New Survey goal of 10 days is about here. Everything to the right of the red line is a defect.
Re Survey goal of 30 days is about here. Everything to the right of the red line is a defect.
Value Stream Map of the Process
Branch
Beg Aug ’10 · 347 Risk Surveys
submitted.· 161 New Surveys· 186 Re Surveys· BackLog currently at
2425 requests outstanding
Branch submit request
for Survey
Input Mechanisms(Branch fillout request
via LN Form)
Risk Advisor Processing
Output Mechanisms(Risk Advisor advises Branch of Completion) Branch
P & R Team prioritise and send list to
Regional Manager(Monthly)
Regional Mgr passes to
RA’s (monthly)
RA preps survey
visit
RA Travels to Location
RA On Site
RA Uploads to LN
Database
End Aug ‘10· 587 Risk Surveys
Completed.· 255 New Surveys· 363 Re Surveys· Backlog currently at
2154 requests outstanding
31 Mins19 Mins30Mins30 Mins170
Days10
Mins 65 mins 112 Mins 15 Mins
Q Time:Avg = 170 days. Min = 1 daysMax = 656 days
RA Report Writing
Avg = 19 Mins Min = 5 MinsMax = 49 Mins
Avg = 31 Mins Min = 16 MinsMax = 48 Mins
Avg = 65 Mins Min = 43 MinsMax = 94 Mins
Avg = 112 Mins Min = 75 MinsMax = 146 Mins
Lean Six Sigma Fundamentals
Potential Root Causes
Survey Report Cycle Time
MaterialsPeople
Methods
Machines
Environment
Time to fill out
Navigation of templates
Infopath vs Lotus Notes
Survey Report Forms
Format of Input
Content required for Branch / Underwriters
Travel Times
TabletsStorage Issues
Battery LifePriortisation
Ease of Use
More use On Site?
Surveyor Experience
Multiple site visits per trip
Age of Requests increasing
Engagement
Incentives Mis-aligned
Career Developement
Training
Incentives
InductionSkill level
Lack of Feedback
Guidance
Workrate expectations
Driving right behaviours
More emphasis on aged requests
Dont use Tablet PC at all?
Improvement Workshop
Lean Six Sigma Fundamentals
Survey Report Forms
The Risk Survey report forms have been modified. The new versions capture slightly less info than previously, but require 30% less time to produce.
Visual Controls
Example of map showing
outstanding requests from a 6 week period in the
Auckland Area.
Each Surveyor has a different colour
Visual Controls
Map zoomed in on requests from East Auckland showing multiple requests
allocated to different surveyors. These can now be
allocated to just one surveyor, thus saving travel time
and cost.
Lean Six Sigma Fundamentals
Controls – Risk Survey Dashboard
The Dashboard is shared between the Risk Survey Team and Branches to allow better communication of Surveyor work in progress and resource availability
Controls – Results so far
Average time to complete surveys has fallen by 33% in last 4 months (based on sample timings taken in August ’10 vs timing taken in Dec ’10).
The Range has also decreased significantly
736557494133251791
9
8
7
6
5
4
3
2
Observation
Hours
to C
om
ple
te
_X=3.470
UCL=4.883
LCL=2.057
July December
Time to Complete by Month
Back in July 10 the range
(highest minus lowest)
was 4 ½ hours
The range now is at 2 ½
hours
The average
completion time has
fallen from here
to here