Estandarización y análisis de productividad en analistas de indemnizaciones en el proceso de liquidación de líneas personales de asistencia médica en una compañía de seguros

The following degree work is a proposal for improving the productivity of claims analysts of a recognized insurer, by standardizing the process of liquidating personal lines in the Medical Assistance branch. In the first instance, the current state of the process was observed through the collection...

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Bibliographic Details
Main Author: Gálvez Aguas, Carolina Michelle
Other Authors: Montalvo Zamora, Natalia Alexandra
Format: Tesis de Pregrado
Published: Quito: Universidad de las Américas, 2018 2018
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Online Access:http://dspace.udla.edu.ec/handle/33000/8733
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Summary:The following degree work is a proposal for improving the productivity of claims analysts of a recognized insurer, by standardizing the process of liquidating personal lines in the Medical Assistance branch. In the first instance, the current state of the process was observed through the collection of information, flow diagrams and line balancing, evidencing waste and activities that do not add value. Through the study of methods, the real time of response by the insurer to the final client was known, as well as the actual installed capacity of each of the claims analysts. It is proposed to standardize the liquidation process by attacking specific activities that do not add value, as well as to establish a correct line balance and chargeability according to the current demand. Finally, the improvement proposals were simulated, standardizing both, the process and the chargeability, improving the performance and productivity of the line, eliminating waste, and reducing delivery response times of the final liquidation to the customer from 11 to 3 days.