Transforming quality management using Appian for a leading insurer
EXL implemented a digital quality assurance (DQA) solution for the client using Appian to centralize their quality management processes.
Challenge
EXL’s client, a leading insurer, struggled with fragmented quality processes, inconsistent performance tracking, and limited visibility into compliance and customer service issues. These challenges created inefficiencies in quality assurance, slowed feedback loops, and made it difficult to identify areas for improvement across operations. To solve this issue, EXL deployed an innovative online platform for end to-end quality management, encompassing quality planning, execution, centralized tracking and reporting, and performance improvement.
Solution
After consulting with the client, EXL implemented a digital quality assurance (DQA) solution for the client using Appian to centralize their quality management processes. The implementation began by defining clear quality standards and creating or redesigning monitoring forms to effectively track quality metrics. This included identifying critical and non-critical measures, as well as assigning roles and responsibilities to ensure accountability and clarity in the quality management process.
For quality assurance, EXL set up statistical sampling methods and continuously monitored transactions for quality. Automated quality assurance scoring systems were utilized to ensure accuracy and consistency. Regular calibration processes were implemented, along with secondary checks to verify accuracy. Performance feedback was provided continuously to drive improvements.
Comprehensive dashboards and rollup scorecards were used to track performance in monitoring and control. Daily, weekly, and monthly reports were generated to provide insights into quality metrics. By leveraging visual analysis tools, trends and areas for improvement could be identified. Quality assurance health status reports and performance reviews were conducted regularly, and compliance and customer complaints were tracked meticulously.
Performance improvement focused on error tracking and correction, ensuring prompt identification and resolution of issues. Bottom-quartile management reports were used to target the lowest-performing segments for improvement. Actionable insights were derived using business intelligence tools like Tableau, providing valuable data to drive performance enhancements.
Results
The implementation of this comprehensive quality management system led to enhanced collaboration and continuous improvement across the organization. Audit controls were significantly improved through risk-based sampling methods. Real-time alerts for quality errors, feedback, and action plan tracking ensured timely interventions. Secondary checks and calibration processes involving subject matter experts ensured accuracy and consistency. Comprehensive dashboards and insightful reports provided effective performance management, driving overall improvements in quality and efficiency.
Highlights of the project included:
Overall, the transformation of the quality management system resulted in significant improvements in efficiency, accuracy, and collaboration. The insurer now benefits from a robust framework that supports continuous improvement and effective performance management.