Analysis and Improvement of Information-Intensive Services: Evidence from Insurance Claims Handling Operations

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Authors
Apte, Uday
Cavaliere, Richard A.
Kulkarni, Shailesh S.
Subjects
service operations
information-intensive services
service classification
insurance claims handling operations
Advisors
Date of Issue
2010
Date
November - December 2010
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Language
Abstract
Information-intensive services (IIS), such as financial services, business services, health care, and education, form a large and growing part of the service sector in the US economy. In this paper we present a classification of IIS based on their operational characteristics. We also propose empirically grounded conceptual analysis and prescriptive frameworks useful for the improvement of certain types of US. By conducting statistical analyses of a large sample of claims data from one of the largest property and casualty companies in the United States, we isolate key drivers of service performance and identify preemptive actions that can favorably impact performance metrics. Those results demonstrate the direct operationalization of the proposed frameworks with primary data. Our conceptual analysis, empirical findings, and the prescriptive framework that follow, provide an action plan that can lead to a systemic improvement in the performance of information and customer contact intensive services.
Type
Article
Description
The article of record as published may be located at http://dx.doi.org/10.341/poms.1080.01150
URI
https://hdl.handle.net/10945/45026
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Department
Graduate School of Business & Public Policy (GSBPP)
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Citation
Production and Operations Management, Vol. 19, No. 6, November - December 2010, pp. 665-678
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This publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. Copyright protection is not available for this work in the United States.
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