March 2019 Western Insurance Processing Centre OPM400 Assignment #2 Western Insurance Company has a main processing Centre in Calgary, Alberta that is responsible for all Canadian claims. On average they process over a thousand claims per month. Claims are for a range of services including dental, medical, and professional services. Recently it has been brought to the Management's attention that errors are becoming an increasing problem. The company does not have a Quality Control Department, but the Operations performance does fall under the responsibility of Marco Rossi, Operations Manager. Although he has no formal training in quality, he has taken a measure of implementing a Quality improvement project. In a four week period in January 2019, each day, a group of claims were removed from the system and given a thorough evaluation. Results are recorded in the chart below. In February, extra training took place for all employees. All associates in the Claims department attended either a six hour session, or two four-hour sessions depending on factors such as their position, length of service, and their area of responsibility. Western spent over $75,000 to complete this training, convinced that the reduction in number of errors would save the company money in the long run. Approximately 20% of the employees in the Claims Department have been working for Western for less than one year, so this seemed like a good time to refresh the training that was given. Also, in the past year there has been two new major customers for Western which resulted in new forms/documents and processes, as well as a much higher workload. In March 2019, Marco Rossi felt it was important to determine whether the training that he implemented resulted in a reduction in the number of errors in customer claims. Once again, the same number of randomly selected claim forms were removed from the system. Each form was carefully evaluated to look for errors. The information below is from the January (original data) and from March (after the training). As a new hire from the Business Program at Seneca College, you have been asked to do an evaluation of the data and to put together a report on the success of the training program at Canadian Insurance Company, and to recommend next steps. Assignment: Compile a report that includes the following 1. Cover page and Table of Contents. Ensure each section has a proper title and that each graph is properly labeled. Double space all pages. Compile the report in the order of the numbers given below. Ensure that your Table of Contents is compiled using the Microsoft WORD tool. 2. Executive Summary. You should write this part after you have covered all the issues of this assignment, but it should appear at the beginning of your report. In that way it will allow Marco Rossi to