Research On LN Property Insurance Company's Auto Claims Business Process Improvement Based On Six Sigma Management Methodologies

On August 10,2014,the CPC Central Committee and State Council issued the several opinions about speed up the development of modern insurance services(hereinafter referred to as "Ten National Notices").As the "Ten National Notices" promulgated,the insurance industry entered a new rapid development stage,the property insurance companies'competition will be more intense.In this context,auto insurance as the first major insurance has become the Hot shot of the property insurance companies.For the healthy and orderly development of auto insurance,the price war is not the primary competition approach for the property insurance companies and as an important part of the content of auto insurance auto insurance claims service becomes the main battlefield of competition of the property insurance companies,the insurance company treat enhance the service quality of auto insurance claims as a powerful weapon to break the encirclement of the competition.Many property insurance companies want to improve the auto insurance claims service quality to increase customer satisfaction,and then increase the core competitiveness of enterprises.Under this background,combined with the actual case and using the DMAIC model of Six Sigma management method,this paper studied the Six Sigma project of LN property insurance company's auto claims business process improvement.Firstly this paper takes domestic and foreign related literature research,the Six Sigma management theory,business process theory and business process improvement theory as the theoretical support.Then by constructing the evaluation index system of auto insurance claims service customer satisfaction and synthetically using AHP,fuzzy comprehensive evaluation and the Importance-performance analysis model,this paper confirms the LN property insurance company auto insurance claims service Six Sigma improvement project--the auto insurance claims business processes.Finally,using the DMAIC model of Six Sigma management method this paper improves LN property insurance company auto insurance claims business process and ultimately improves the LN property insurance company auto insurance claims service customer satisfaction.The main conclusions of this paper is as follows:(1)Choosing analysis techniques and tools divisively.The analysis methods and tools of the DMAIC model of Six Sigma management method are quite different in the service industry and manufacturing industry,which requires Six Sigma project participants choose the analysis techinques and tools divisively.(2)Six Sigma management method and business process improvement theory are also applicable to the auto insurance field.The successful application of Six Sigma management method and business process improvement theory in the LN property insurance company auto insurance claims business process improvement project proves the Six Sigma management method and business process improvement theory also applicable in the insurance field.(3)The six sigma project is a complicated process.The DMAIC model breakes up six sigma project into five closely connected stages,the previous phase of the work will have great influence on the work of the post phase,it can be said pull one hair and move the whole body.This research of this paper extends the application applied range of the Six Sigma management methodologies and business process improvement theory and this paper is good supplement of the Six Sigma management theory and business process improvement theory.In addition,the research contents of this paper also have reference and guidance to other property insurance companies.