Analyzing claim data for detecting major quality problems and examining effectivenessof actions taken

摘要

Claims on quality problems should be handled carefully and should be resolved individually. However, claims are also valuable sources of information for claim management system. Statistics on claims for monitoring and improving the performance of the claim management function should be gathered. This paper presents two statistical methods for analyzing claim data with use of Quality Claim Management Matrix (QCMM) effectively. The first method is proposed for detecting major quality problems from monthly claim counts. Companies can apply this method to identify major quality problems in a timely manner. The second method is designed for examining the effectiveness of actions taken against quality problems, based also on claim count data. The properties of proposed methods are investigated numerically. These methods are applied to two example cases from industry.