Diagnóstico, Diseño e Implementación de un Modelo Comercial que le Permita Mejorar los Indicadores de Productividad, Operacionales y de Servicio en la Sucursal Centro Empresarial Corporativo (CEC) de la Previsora Compañía de Seguros

Abstract

The topic to be discussed is the implementation of a business model at the Corporate Business Center branch of La Previsora Insurance Company. This contribution is very significant for the company, given the constant complaints and poor service ratings from customers and insurance intermediaries due to delays in product delivery. Furthermore, employees complain about heavy workloads and a lack of fairness. Data collection is required to conduct a diagnostic analysis of processes and operating capacity, in order to determine the improvements to be implemented, if possible, within the available resources. As a state-owned company, its plant is limited in its growth. The company has 26 branches divided into four types based on their sales budget; all sell insurance policies through the following process lines: quoting, sales, collection, and account maintenance. Although they all have the same purpose, their goals, structure, and client types are different, making it necessary to design a standard business model with variables that will allow us to later implement it in the other branches. The methodology begins with on-site information gathering at one branch to conduct a diagnosis with an analysis of all available volumes. The company has a strategic plan based on the Balanced Scorecard methodology and has a breakdown of indicators by branch. This allows for a view of the status of each branch's indicators. With all the information collected and external market figures (Fasecolda figures), a model can be implemented that allows us to meet our goals and customer expectations and improve the work environment.