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Lalitha Bhatia

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Sustaining Breakthrough Improvements in Insurance FirmAn iSixSigma Case Study

A young, rapidly expanding insurance company in India, which was looking for breakthrough improvements in its customer service, decided its No. 1 critical-to-quality objective would be “reducing the turnaround time from an insurance proposal to policy.” Phase 1 of the project achieved dramatic success with turnarounds, reducing time in the central processing division by 80…

Improving Financial Services Through TQM: A Case Study

The work described in this case study was undertaken in a young, rapidly expanding company in the financial services sector with no previous experience with total quality management (TQM). The quality project began with a two-day introductory awareness program covering concepts, cases, implementation strategies and imperatives of TQM. The program was conducted for the senior…

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