Process Improvement Partner Halves Claims Settlement TAT – Gets Green Belt Certified
Originally Published 3.14.2017
MAKATI CITY, Philippines - February 3, 2017, last day of Six Sigma PH’s Belt class (Wave 21), Rizza Ramos, gained her Lean Six Sigma Green Belt certification after halving the TAT of claims settlement in an Insurance company in the country.
This improvement brought positive changes to the company such: as Improved customer relationships and company reputation; On-time closing of books; Reduced bottleneck at month end; and, Ease in monitoring claims status & performance. All of that is on top of an estimated soft cost savings of 700K.
“It is easy to eliminate wastes in the process; the difficult part is to identify them. Coming up with the right solution should be identified together with the process owners who are experiencing the problem. They are also the SMEs who can provide you with the solution, learning how to facilitate the brainstorming and supporting it with data is important on our part.” - Rizza Ramos, CSSGB
In her brief testimonial, Rizza discussed further her project and the key elements, people, and way of thinking that were crucial for its completion.
Luckily for us, she agreed to have a one-on-one interview so that we may be able to inspire more professionals around the world with her story. So, further, this article is our interview with Rizza where you can get helpful tips and insights for those who are currently pursuing or are planning to pursue their Lean Six Sigma Certification.
Go ahead: Be inspired, and Be Awesome!
Q. What prompted you to take the Lean Six Sigma Workshop?
A. It was an initiative by the Company to deploy a Process Improvement mindset and since I was taking on the role of Business Analyst, I was endorsed by my Manager to attend this Lean Six Sigma program.
Q. What Prompted you to start your project?
A. Basically, this specific project came from the VOC and VOP and was identified as part of the Project Pipeline.
Q. What was your project about?
A. Reduction in TAT of Claims Settlement
Q. What was it like for you, starting up and executing your own project?
A. It was difficult at first because we do not have SLAs for Claims Payment. Also, the project covers 3 cross functions making it challenging to gather all process owners in one meeting as well as change management. Data collected came from multiple sources (systems, Excel, estimates)
Q. What were the results of your project?
A. We have identified solutions to streamline the process, monitor performance, and establish SLAs and guidelines. The result is a 50% improvement in TAT (22 days to 11 days) during phase 1 of the improvement.
Q. What was the impact of your project on your company?
A. For the non-financial; Improved customer relationship and company reputation, On-time closing of books, Reduced bottleneck at month end, and Ease in monitoring claims status & performance.
for the financial impact, Estimated savings of 660,000 pesos (manhours, printing cost, system change requests).
"That's one reason why companies give high value to Certified Lean Six Sigma individuals. One does not just attend a program and receive his certification but has to successfully apply and show proper use of tools and methodology with actual work processes. One has to earn his Lean Six Sigma certification,"- Rex Tuozo, “The Six Sigma Guy”
Q. What was the impact of being a certified Lean Six Sigma Black Belt on you as an individual?
A. It gives you a structured and disciplined approach to solving problems or even implementing opportunities for improvement. Improved communication and presentation skills.
Q. What would be your message to those who are currently taking/planning to take the Green Belt Program or those who are currently conducting their own projects?
A. It is easy to eliminate waste in the process; the difficult part is to identify them. Coming up with the right solution should be identified together with the process owners who are experiencing the problem. They are also the SMEs who can provide you with the solution, learning how to facilitate the brainstorming and supporting it with data is important on our part.
Q. Is there anything else that you'd like to share about your experiences?
A. I was able to apply the tools and techniques Sir Rex had provided to us and was able to share the same with my colleagues. At first, I was just attending the training because I wanted to have the certification but this training that was led by Sir Rex gave me a good foundation of Lean Six Sigma, together with my Mentors in my previous and current Company I was able to start building my portfolio as an LSS practitioner.
To be certified in Lean Six Sigma, one has to complete an actual Lean Six Sigma project and apply process improvement tools, methodology, and techniques learned in class. "That's one reason why companies give high value to Certified Lean Six Sigma individuals. One does not just attend a program and receive his certification but has to successfully apply and show proper use of tools and methodology with actual work processes. One has to earn his Lean Six Sigma certification," Tuozo said. "If you attend our Lean Six Sigma programs, unlike other training providers, you get continuous support after the program, for no additional cost. You'll be assigned a Black Belt to help you complete your project," Tuozo added.
"If you attend our Six Sigma programs, unlike other training providers, you get continuous support after the program, for no additional cost. You'll be assigned a Black Belt to help you complete your project," –Rex Tuozo, “The Six Sigma Guy"
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