Improving Customer Service for Enhanced Customer Satisfaction at InsCorp Insurance Company

InsCorp Insurance Company
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Project Report

Project Report
Table of Contents
Learning Contract.......................................................................................................................2
Project Background & Context..................................................................................................2
Trans Disciplinary Models/Theories..........................................................................................3
Project Phases & Effectiveness..................................................................................................4
Preparation..............................................................................................................................4
Implementation.......................................................................................................................4
Evaluation...............................................................................................................................4
Skills to Solve Work-based Problems........................................................................................5
Analysis & Evaluation of Actions..............................................................................................6
Project Learnings – Portfolio.....................................................................................................7
References................................................................................................................................11
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Project Report
Learning Contract
Project Tasks Activities Duration (days) Weeks
Discussion with
the Lecturer
Initial rounds of introduction and
explanation of the project to understand the
purpose and aims of the research
4 1
Roles &
Responsibilities
Allocation of roles and responsibilities to
be performed by each member
6 1-2
Learning Contracts
Review
Learning Contracts are assigned to the
members
3 3
Conduction &
Execution
Kick-starting of the execution of the
project activities
14 3-6
Data investigation
& Gathering
Data and information gathering methods
for the research work
15 4-6
Documentation
Activities
Writing of the project researched 20 7-10
Final Completion,
Presentation, and
Submission
Completion of the final research tasks and
activities and submission of the work done
10 9-10
Project Background & Context
InsCorp is an insurance company that provides insurance services and solutions to its
customers. The primary goal of the company is to make sure that the customer service that it
offers to its new, existing, frequent, and non-frequent customers is enhanced. It is required for
every business organization to make sure that it provides its customers with the set of
services and products as per their expectations. In this manner, the level of customer
engagement and customer satisfaction is enhanced. The reputation of the organization in the
market and its brand value also improves. The aim of the project is to list out the mechanisms
and processes that may be followed by InsCorp Insurance Company to improve its customer
service for enhanced customer satisfaction.
There are several internal and external stakeholders that are associated with the company.
These stakeholders play an extremely significant role in the growth of the company. The
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Project Report
project aims to cover the measures that not only enhance customer engagement and
satisfaction but also show marked improvements in the stakeholder engagement levels. There
is a research that is carried out to provide answers to these questions and there are a lot many
data sets that have been utilized in this process. These data sets have been gathered through
the application of varied data collection methods. The report covers the models/theories,
project phases and their effectiveness, team skills, analysis of actions and key learnings.
Trans Disciplinary Models/Theories
Trans-disciplinary models and theories follow an approach in which sources beyond a
particular boundary are explored and studied to gain the necessary knowledge.
It is the approach in which societal impacts that may be caused as a result of an action are
explored during the research process. The results and conclusions that are gained after
carrying out the research process are then put into action and there is direct collaboration
between the groups that is formed. The theories and models that were used in this research
included co-produced knowledge theories and post-normal scientific methods (Toomey,
2015).
The exploratory methods were used during the research to come up with the measures and
techniques that may be adopted by InsCorp Insurance Company to improve its customer
service. There were a lot of data collection methods that were used to investigate and gather
the data sets. The domain analysis in the insurance sector was carried out to understand the
market trends and patterns related with the customer experience and enhanced customer
service offered by the other organizations. The data was obtained from the market to acquire
details on the methodologies that could be followed to improve upon the existing issues and
implement the necessary changes.
There were also many sources of information, such as journals, academic and research
papers, articles, and whitepapers referred to gain an insight into the customer service issues,
measures to improve the services, and the techniques to gain competitive advantage in the
market. The other data collection methods included conduction of interviews with the
customers and stakeholders, acquiring of the data from the social media channels,
observations, and group discussions. All of these methods and theories provided data sets of
varied structured and formats.
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