Leading process excellence experts from across global financial services sharebest practice and continuous improvement initiatives for a truly holistic processexcellence program - LIVE from your own desktop or on-demand at yourconvenience.Presenter Interview: Tips from an Expert - BPM for InsuranceOrganizations Interview by Helen Winsor, Process Excellence Network Jorge Rosas, Quality Manager at Chubb Group, joins Process Excellence Network to share some best practice tips from the Insurance Group on BPM.Process Excellence Network: How does Process Excellence fit into the business at Chubb?J Rosas: Process Excellence is an integral part of Chubbs business methods. It allows us toensure that product and service delivery are meeting customers expectations, whilecreating metrics to describe how well we are doing this. It also provides internal measuresof performance that are used for appraisal purposes and as input for ContinuousImprovement programs. Process Excellence helps us analyze resource needs and determinewhat the best organizational structure is in order to deliver products and services in anefficient and effective manner.Process Excellence Network: How do organisations typically react to demands for greaterquality in service? What are the key measures to take?J Rosas: I believe that many organizations, especially in the financial services space, arestill more reactive than proactive in their response to Quality. This means that whencustomers or regulators demand quality improvements a quick fix is usually sought, asopposed to deep process analysis and Continuous Improvement that lead to sustainablechange. A proactive quality program, including customer listening posts need to beimplemented and used as the source of information to assess customer and stakeholdersatisfaction before demands for improved quality are received. When this happens, thecustomer has already had a bad experience and he/she might be lost.Process Excellence Network: Can you give some examples of initiatives to improve qualityand customer service at Chubb – outlining the challenges and solutions?J Rosas: Chubb implemented a major Quality Management Program across all of itscommercial lines units. The challenges faced at that point in time were twofold: a) Toensure product and service delivery standardization from centralized locations: b) Todesign a reliable method to capture and measure accuracy (one of the main qualitycharacteristics) both from a customer and from a compliance point of view. The solutionwas the design, development and implementation of statistically based Certification andQuality Control procedures. These procedures were automated and distributed usingBusiness Process Management (BPM) tools.
Process Excellence Network: What impact has BPM implementation had on Chubb in theareas of data collection, performance measurement and strategy? And how has your rolewithin the organisation adapted?J Rosas: The BPM implementation underlying the Quality Management Program has createda new Quality culture at Chubb. This was achieved because the data collection, inspection,appraisal and reporting methods were designed with the user in mind, and based on soundprinciples, which have been readily accepted. It is the credibility of the results beingpublished that has led management to accept them as part of the performance appraisalprocess and thus, become part of the fabric of field operations. As Quality Manager, I wasresponsible for leading the QMP project. Since its implementation my role evolved from anarchitect to a consultant in the quality and Continuous Improvement arena.Process Excellence Network: What top tips could you give to organizations to make themost of BPM software solutions?J Rosas: BPM is a key tool in the distribution and control of many corporate processesincluding Quality. But it is only as good as the underlying design and methods. The BPMapplications cannot improve a flawed process. They can just make it faster. So I believethat all necessary resources need to be invested at the project outset to ensure thatefficiency and effectiveness are baked-in form the beginning.Hear more from Jorge Rosas at Business Process Excellence For Financial Services Online