Minskad variation i tjänsteprocesser för effektivare processflöde: En studie på Folksam
Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Productivity and variation is strongly connected. There are a number of reasons why variation occurs and it is present in both arrivals and processes. In common for all types of variation is that it will reduce the ability to achieve productivity and therefore is a main reason for long throughput times in production flows. In the service industry humans are the main producers, which contributes to a higher overall variation compared to the production industry. The variations are therefore important to manage. A service process that will gain from short throughput times is the insurance claim process, since throughput times in these processes are important for both economic and customer satisfaction related reasons. The purpose of this study is to explore how insurance claim service processes can be organised in order to minimize variation and gain shorter throughput times. The study is performed as a case study at the Swedish insurance company Folksam’s flow of insurance claims regarding injury in accidents. In a production flow, measurements are important for gaining a perception of the reality and how well it is performing regarding to expectations. The insurance claim process flow was found to be of high complexity and therefore this study has used computer simulations combined with numeric calculations. This has shown that variations in arrivals together with variations in process times create a situation where some processes will have an ever-increasing queue, while others are starving. The process variation is mainly natural, since it’s dependent on personal circumstances of the administrator. The insurance claims nature and complexity also strongly influence the service time of the processes. It could be said that the service times of processes is not constant nor the same between administrators. Waste in the process flow mainly occurs because of set rules for distribution of cases between administrators, which is inflexible. This is the main reason for an uneven distribution regarding capacity. This variation is an example of artificial variation, which could be eliminated. Every administrator got a unique queue that it serves. The waiting time is highly fluctuating depending on the mentioned variation in both arrivals and processes. The principle first come - first served is therefore non-existent for this particular flow, which is the reason for highly fluctuating throughput times. An imbalanced flow is therefore created. In addition the process flow are divided between two offices where variations in capacity between these offices highly influence waiting and throughput times. The conclusion from this study is that an increase of flexibility in the process flow is needed in order to be able to respond to variations. The study has shown that the number of queues is effecting the throughput times. A smaller number of queues are connected to faster throughput times. This can be linked to gained flexibility since the oldest case will be served first. An organisation along minimal number of queues is therefore desirable. Administrators can also be more flexible, which will better respond to the variations in arrivals. The number of steps in the process can therefore also be said to have an effect on throughput times. The conclusion indicates that an effective process flow in the service industry is dependent on continuous measurements and follow-ups of inflow, queue-status and throughput times. For an effective flow Folksam are in need of new measurements. To measure the inflow is a condition for production planning. Queue-status facilitates prioritizing and indicates under or over capacity, which is a condition for a proactive process flow. Throughput time is the measurement that will tell most about the total function of the process and is therefore a critical measure to continuously evaluate.
Place, publisher, year, edition, pages
2014. , 126 p.
Teknik, tjänsteprocess, tjänsteproduktion, skadehandläggning, variation, ankomstvariation, processvariation, variationskoefficient, flexibilitet, slöserier, produktionssimulering, kö, flödessystem, komplexa system, genomloppstid, utnyttjandegrad, lean production, logistik
IdentifiersURN: urn:nbn:se:ltu:diva-51850Local ID: 90712aaf-8aab-471b-8419-95088558f0c9OAI: oai:DiVA.org:ltu-51850DiVA: diva2:1025214
Subject / course
Student thesis, at least 30 credits
Industrial and Management Engineering, master's level
Validerat; 20140606 (global_studentproject_submitter)2016-10-042016-10-04Bibliographically approved