ECC Insurance Claim Handling Process & Value Adding Activities Steps Case Study

Assignment 1

Using our health claim example,

Identify at least:

1.3 VA steps

2.3 BVA steps

3.3 NVA steps

4.3 types of waste and for each waste,indicate what type of waste it is

Make sure to have a cover page.

Feel free to use the diagrams to helpdescribe the steps.

Assignment 2

Health insurance claims handling process

Apply the redesign heuristics to propose aset of changes to this process. For each change, specify:

1) Issue(s) addressed:

Which issue(s) are being addressed by theproposed change?

2) Description of the change:

What will be introduced or dropped in theprocess? What will be done differently? Explain very specifically the changesthat

you propose to introduce, making it clear howwill the process change from the perspective of: (i) the customer; (ii) thejunior claims handler; and (iii) the senior claims handler.

3) Impact on performance measures:

Which performance measure(s) do youhypothesize will be improved thanks to the proposed change?

-Limit the discussions to relevance andknowledge that is in the

documents presented so far.

-Perform two redesign analysis based on theprevious chart (no need to

perform new Diagram chart).