Table 2 Result summary for PD 2, i.e. Service Recovery
From: Application of Policy Deployment and Daily Management in service sector
Project no. | Project name | Baseline | Goal | Improve | Start date | Status | Project leader | Highlights |
|---|---|---|---|---|---|---|---|---|
2.1 | Correct clarification of complaints | 375 | 0 | 0 | Aug. 14 |
| Mr. AO | • Legal/Ombudsman tagging in CI • Arresting incorrect case start |
2.2 | Reduction in Top 7 servicing complaints | 300/50% | 90/30% | 103/39*% | Apr. 14 |
| Mr. AO | • Non-IGMS cases contribution has gone down considerably |
2.3 | Reduction in Top 5 mis-sale complaints | 2067 | 620 | 378 | Sep. 14 |
| Mr. AO | • POS implementation • PCVC script strengthened for |
2.4 | Complaints from top mis-sale contributing channel | 1083/39% | 30% | 233/49% | Feb. 15 |
| Mr. AO | • Process premium capped at IL • Policy cannot be sold to life assured = 60 years |
2.5 | Theme-based complaints | 660 | 100 | 100 | Feb. 15 |
| Ms. AK | • Name change process • Free-look process alignment |
2.6 | Reduction in repeat complaints | 23% | 15% | 15% | Mar. 15 |
| Ms. AK | • Improving FTR |
2.7 | Faster complaints resolution | 23% | 70% | 57% | Jun. 14 |
| Ms. AK | • Process redesign for non-bank MS complaints • SLA’s redefined |
2.8 | Capability building | 68% | 95% | 90% | Dec. 15 |
| Ms. AK | • SDA parameters made more relevant to Service Recovery • Oct. 15 SDA score was 94% |
