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Global Lean / Six Sigma
1. 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
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3. 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
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5. P lanning P eople Analytical P roblem Solving P rocess Management Business System – The “4 Ps” Approach
6. 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
7. 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
16. 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 )
18. 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
19. Managing BUs Project implementation – Monthly tracking of Projects
20. 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)
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