MGMT227 Spring 2018

Case Study: Upper Canada Insurance (9B10D012)

Written Submission Template

Student Names ID#

Short Cycle Process

Who is the decision-maker in the case and what position, title and responsibilities do they hold?
Deborah McDonald is the decision maker in the case. She is a Business Integration specialist at Upper Canada Insurance in Toronto.
She was a team leader, which discuss the inefficiencies in the application process. She was assigned the task of analyzing the data
and making recommendations to resolve the issues of the application process
What appears to be their problem?
Problem appears in the case was the wastage( i.e.) people have started abandoning applications because of not getting response from
company timely and poor customer service, long application process and poor communication as well.

Long Cycle Process

How long does the actual “approval process” take? How long should it take?
1. The actual “approval process” consists
 Providing quote to applicant – 8 minutes (additional 17 minutes)
 Case coordinators print application – every 3 to 4 hours
 Planning and uploading application – 25 minutes
 Securing applications through website – 5 minutes
 Auditing the application – 11 minutes
 Reviewing the application by UW – 8 minutes
 Phone interview – 40 minutes
 Medical or lab work – additional 2 weeks
 Medical information submitted by CC to UW – 5 minutes
 Final decision to complete application process – 8 minutes
 2. It took 5 to 7 week to complete the application process.

Identify the capacity utilization and bottleneck(s) in the current process What recommendations would you make to
resolve the bottleneck(s)?
The bottlenecks in the current process are the inefficiencies of the application process and improving the process, increase the
efficiency then the company can be able to meet wastage levels and improve the efficiency of the direct sales application process.
The recommendations to resolve the issues are
 To check the whole system.
 Try to communicate the internal team to check the process.
 Information from the client should be collected properly.
 Proper way to interviewing people.
 Miscommunication within resources will be cleared.
 Improve the application process
 Immediate response
 Make Decision flow chart.
 Skills of the internal team should be developed
 Identify the problems correctly
 Alternative solution for the problems
 Good customer service

Is the process inefficient? If so, what would you do to make it more efficient? If not, what would you do to improve the
overall process?
Yes, the process is inefficient. If the Upper Canada Insurance would be successful in improving the process and increase the
efficiency then company can be able to meet wastage levels and improve the efficiency of the direct sales of application process.
The flow chart to make it efficient
 Insurance Application Process

Life Insurance Advisors to complete

the initial process
Scanned and uploaded in
website from CC (3 hours)
Case coordinators review the
application data with corporate
database

12 hours delay
Case coordinators audit and prepare the
application in 8 minutes

Underwriter Review the file and

determine the Medical requirements
of applicants

Outsourced phone Outsourced phone

interview interview and medical test

Case coordinator to compile and

prepare the file
Under writer review the file and take
final decision

Application Approval