IMPLEMENTATION OF AN OPERATIONAL EXCELLENCE MANAGEMENT SYSTEM MODEL IN AN INSURANCE COMPANY
DOI:
https://doi.org/10.56177/11icmie2023.42Keywords:
operational excellence, management system, efficiency, continuous improvement, customer focusAbstract
This research aims to present the implementation of a Model of Management System that drives Operational Excellence in an organization from the insurance sector. The novelty of the model is represented by the concise view over the organization, namely from five perspectives, respectively: the customer, process efficiency, team performance, skills and organization, mindset and behavior, as well as the proper instruments, implemented to support all these perspectives and which, brought together in the daily work of the middle managers drive the operational excellence. Also, the model brings a unique combination of tools used to form the management system, as well as necessary status monitoring and reporting tools, in order to ensure proper follow-up on the status, progress and results. The implementation of the Management System Model for Operational Excellence is conducted as a change management project, organized in several stages, starting with the diagnosis phase, in which an Analysis of the as-is situation of the departments in scope from the organization is done, then continue with the Design phase, in which the identification of opportunities of improvement following Lean principles is done, as well as designing the future desired system, Planning, Implementation, Follow-up/ maintenance. The benefits resulted from the pilot implementation of the Management System Model for Operational Excellence determined the management of the organization to extend the implementation to the entire organization
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