To address complaints regarding policy issuance timeliness and quality, AIG, a US based insurer, employed a Six Sigma programme in 2000. A staff of 80 were deployed to identify and fix policy issuance processes and a Six Sigma Coordinator was appointed in each region to manage quality awareness for AIG companies in each region. To reach a zero rate of error each coordinator was given a 22-point checklist to provide to brokers and risk managers that asked, among other things, if their AIG policie...
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