Posts tagged as:

claims

Decision-centric organizations focus on decisions

January 20, 2010

Syndicated from ebizQ
The first critical characteristic of a decision-centric organization, obviously enough, is a focus on decisions instead of processes or functions. The decisions an organization makes, the actions it selects from the possible alternatives are critical. Decisions are what make strategy real and drive results and performance against metrics. Implementing a strategy defined at [...]

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First Look – FICO Insurance Fraud Manager

October 20, 2009

I got a chance to catch up with Andrea Allmon of FICO to hear about their new Insurance Fraud Manager release (3.0 in July). This is a timely topic because of the debates around healthcare at the moment. In all the discussions about healthcare costs you never hear about the amount of fraud involved, yet [...]

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Putting predictive analytics to work at Infinity Insurance

September 15, 2009

I am giving a tutorial and a presentation on putting predictive analytics to work at the forthcoming Predictive Analytics World show in Washington DC (October 20th-21st with tutorials on the 19th). I always like to illustrate my points with real examples and while I was preparing the presentation I had a chance to talk to [...]

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First Look – ServiceBench

June 29, 2009

I saw ServiceBench when I presented at the Warranty Chain Management Conference and got a chance to get a more detailed presentation just recently. ServiceBench is aimed at the Service Supply Chain and is now part of NEW (who also presented at the conference). The service supply chain is often very complex because of the [...]

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Building Agile Processes with SOA and Business Rules

May 4, 2009

Vision Service Plan, VSP, presented on their use of business rules to build agile business processes in healthcare. VSP has some 55M customers in their plans and have been an IBM/ILOG customer since 2002. Every process in healthcare is governed by policies, regulations – every process has decisions that must be made following the rules [...]

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Decision management can improve warranty claims and customer experience

March 27, 2009

Warranty Week (Computer Warranty Trends, 26 March 2009) had an interesting article this week about the rising rate of warranty claims in computer companies:
While other industries are seeing claim rates rise and accrual rates fall, warranty providers in the computer industry are seeing claims rise slightly and accruals rise a lot

This prompted me to write [...]

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Integrating data and text analysis

March 12, 2009

Josh Becker of SubZero Wolf and Dave Froning of SAS presented on integrating text analytics and data analytics to make an impression. Text analytics has a lot of potential but success stories are not as widespread as you would think they should be nor are there many stories of operationalizing text analytics. The challenge, Dave [...]

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Driving harmonization for competitive advantage

March 12, 2009

Kevin Hogan of Accenture talked about how implementing a warranty system can drive harmonization and competitive advantage.  His focus was on a recent case where they helped a company implement an SAP-based Warranty solution. The case is a global heavy equipment manufacturer with about a focus on Europe and North America. They were running 4 [...]

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Designing and implementing a web-based warranty system

March 12, 2009

Frank Kozlowski of Kohler presentedf on a web-based warranty system. When they set out to develop the system their goals were to move to a start-of-the-art, easy to use system that was web-based so dealers could enter claims directly anywhere in the world (they have 12,000 dealers). They wanted to reduce their cycle time from [...]

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Quality and warranty cost reduction strategies

March 12, 2009

Jim Johnson of IBM gave IBM’s point of view on quality lifecycle management. Jim works in Global Services and works with auto and truck manufacturers. IBM’s research shows:

That warranty reserves accrue at between 1% and 3% of sales and this is continuing to increase.
Detection to correction cycles average over 100 days and can exceed 220
Electronics [...]

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Designing performance measurements to identify and reduce warranty waste

March 12, 2009

Doug Maddox discussed how Chrysler has worked on warranty waste and performance measures to help prevent and eliminate it. In the past, Chrysler had relied on Expense per Unit Repaired to monitor dealers but this was easily manipulated (high cost repairs could be hidden) and it drove adverse behaviors because dealers would refuse to perform [...]

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Taking the question out of questionable claims

March 11, 2009

Jeff Moore from General Electric and Greg Spraker from SAS (see my review of the SAS Warranty product here) spoke on using analytics to find and eliminate fraud in claims. GE’s appliance division dealt with paper claims prior to 2003 and randomly selecting claims for audit. Between 2003 and 2005 they increased the number of [...]

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Next Generation Warranty Systems

March 11, 2009

This is my presentation so there’s no blog about it. Here are my slides:

Don’t forget to check out the white paper I have at decisionmanagementsolutions.com/warranty
Previous in series Next in series

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Warranty Management – New rules to apply

March 11, 2009

Rob Pritchard of Infosys presented on the power of business rules in warranty. His focus is on agility – most warranty systems are inflexible and hard to change. Organizations cannot make changes to warranty policy to respond to competitors, can’t create what-if scenarios, can’t tighten claims control or pre-valid claims or repairs. These problems come [...]

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Harnessing and Coordinating Warranty Best Practices in a Global Enterprise

March 11, 2009

Terry Adams of Ingersoll Rand, the parent company of Trane, presented on harnessing and coordinating warranty best practices. IR includes Trance, Thermo King, Schlage, Steelcraft and others for about $17B worldwide. All these acquisitions have experience and systems so Ingersoll Rand has a vision of a Business Operating System to drive common [...]

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Measuring and improving an effective and efficient warranty process

March 11, 2009

John Hagen of Trane presented on measuring and improving an effective and efficient warranty process. Trane produces Commercial HVAC systems of every size. Warranty is tricky because they make everything so specific to customers.
Trane started a new quality initiative in 2004 because they felt that there were some low hanging fruit. They had warranty reserves [...]

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An update on the warranty industry

March 11, 2009

Eric Arnum, editor of Warranty Week, gave an overview of the industry as a whole. Clearly the recession is taking its toll. Starting with new home builders it has spread to RV makers, auto makers, various retailers, GE and others. Warranty is important in many of these company’s challenges and some, like Hyundai, are trying [...]

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Live from Warranty Chain Management 2009 – The Strategic Importance of Warranty

March 11, 2009

I am at the Warranty Chain Management conference this week and blogging more or less live. Despite the economy there are over 180 attendees as well as a solid core of sponsors. Marc McKenzie, Global Director of Corporate Warranty & Governance from Hewlett Packard gave the opening presentation on the strategic importance of warranty.
HP spends [...]

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First Look Tavant

March 6, 2009

Some weeks back I got a review on Tavant, a 700 person IT services and solutions company with a focus in financial services (mortgage, trading and security), ebusiness and Service Operations such as warranty management. I was interested in their warranty product as part of my research into the warranty claims space. The product – [...]

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Here’s what different in next generation warranty systems

March 5, 2009

Continuing some posts on next generation warranty systems in the build up to speaking at the Warranty Chain management conference I thought I would contrast how current generation warranty systems handle critical decisions with how next generation systems do so.

Decision
Today
Next Generation

Is Claim Valid?
Data validation rules are coded into the user interface that captures [...]

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