In working up the BPMN flow diagram, you will notice that there are several occasions where the Registration Clerk has to update policies. As this occurs often, it’s important to get it right, so the BPM team decides to define this specific process in more detail. To do this, they interview the supervisor of registration clerks and several actual clerks. They also watch the registration clerks perform updates. Here are the notes they came up with.
Customers often provide information about updates – usually hand written on statementsthat are re turned with payments, but occasionally included in separate letters. Or the customer talks with an agent who sends an email to the registration department. Each request must be evaluated. In essence, most requests are routine – a name has been misspelled or the customer has moved from one address or another. On the other hand, some requests involve basic changes in the policy. If a customer sells a boat and buys another, then one policy must be canceled and another initiated. Similarly, the insurance is only valid for an Ohio residence, as it is always interpreted under Ohio law.
A client can use or even dock his or her boat anywhere, as long as his or her residence is in Ohio, but a client that moves from Ohio to Indiana will necessarily need to cancel his or her existing policy and get new insurance in Indiana. If the registration agent(Clerk) determines that a proposed change is a “policy changing change,” the agent refers the request to the claims adjuster who notifies the agent that the policy has changed or must be rewritten or canceled.
Assuming the clerk determines that the change is legal and canbe made, t e clerk accesses the Boat Insurance Application and calls up the customer record – by entering the customer account number. The clerk then moves to the appropriate computer screen, finds the item to be changed and makes the change. When the clerk is satisfied that the change is correct, he or she selects UPDATE and the change is made. The system automatically documents when changes are made and who makes them, and saves old data in case a change needs to be reversed. The clerk then files the request document that generated the change and moves on to his or her next task.
Question 5 (Two Points) Prepare a BPMN diagram to document the Policy Information Updated process. Draft business rules to document decisions that must be made. To do this, create a new swimlane for the IT Dept/Boat Insurance Application. 2 Business Process Change The Boat Insurance Case Study Question 5-A (Two Points): The interaction between the clerk and the insurance application clearly involves computer screens. Describe how a use case might be developed to specify how the screens could be improved. Question 5-B (Two Points):
Assume that the clerks were not doing a good job entering updates when they arrived. Describe how you might analyze the human performance situation to identify problems the clerks might be having. Create a fishbone diagram to illustrate the things you might consider. 3 Business Process Change The Boat Insurance Case Study Reading 6: Redesigning the Boat Insurance Process Given what they had learned during the analysis phase, the process redesign team decided to make some specific changes in the boat insurance process.
They changed the date for when government reports were prepared, to allow more time, and made it a managerial responsibility to assure that reports were submitted on time. They did the same thing for reports for senior management, and warned Boat Insurance managers that a portion of their bonuses would depend on getting reports in on time. The company also decided to make the use of field Agents optional in the claims process. A customer could use an Agent, if they wanted, but they could also file a report directly, on line, by going to the company website, selecting Boat Claim, filling in the information and attaching photos taken by a digital camera.
This information would be routed directly to a Claims Adjustor who would prioritize the analysis of the claim and respond with a payment proposal within 3 days. In exceptional cases, the Claims Adjustor would ask a field Agent to check out the claim, but in most cases, they would propose a payment as soon as they received the online documentation. The team also recommended that the training for the Field Agents be modified and that their incentive program be modified to assure that the agents paid more attention to sales reports and dealing with claims when appropriate.
The team also considered launching a separate project to define the business rules involved in analyzing change requests and to eventually incorporate those rules into the Website so that customers would know immediately when they applied for changes that would violate company policies. 4 Business Process Change The Boat Insurance Case Study Question 6. Implement the Redesigned Business Process (Two Points) Start with this process diagram that pictures the original process. Modify this diagram to show how the process team decided to change the process to simplify claims.