ArchiSurance Case Study Analysis: Business Process Improvement

The assignment presents an analysis of the ArchiSurance case study, focusing on the current (AS-IS) and proposed future (TO-BE) states of business processes, particularly within the context of loan payment processing and claims management. The AS-IS analysis highlights issues such as delays due to manual processes, a huge backlog of calls, and the limitations of existing IT infrastructure, including the use of WS02 and the absence of cloud services. The TO-BE model proposes solutions like the integration of cloud services for data storage and scalability, automation of manual tasks to reduce processing time, the use of built-in IT infrastructure, replacing WS02 with a web service, and internal hosting of key portals for improved IT resource access. The analysis also includes references to relevant literature supporting the proposed changes and improvements in the ArchiSurance business model.

Task A – Signavio model : Loan Payment Processing

Task B – Delinquency analysis
Task B1 – Windshield claims

Task B2:
Task B3: AS-IS issues
 Huge backlog of calls which results in delaying the overall process - The insured
faces considerable delays(De Clercq, 2011) because all requests are processed over

calls which makes it difficult for the insured to contact the agent on time. It leads to
delay in processing and approval of the claims.
 Manual processing of claims – All the claims are processed manually which makes it
vulnerable to human errors and hence(Rosa and Soffer, 2013) increases complaints of
the customers.
 High processing time due to slower working of WS02 – WS02 acts as a middleman.
Work on ESB which makes it slower in processing the request and responses.
 Absence of cloud services – The company cannot scale as per the growing data of
current customers. If it tries to do so then internal structure is not enough to cater the
growing data needs.
 FIRSTCLAIM – The key portal is hosted outside the premises of the company.
Hence, the IT specialist does not have full access to the resources. This can further
make it vulnerable to hackers because in case of attack IT resources will take
considerable amount of time to resolve the attacks (Scholz-Reiter and Stickel, 2012).
TO-BE model
 Inclusion of cloud services – The cloud services will allow company to store
considerable amount of data generated from claims or new customers off their
premises. They can pay for the services as and when use.
 Automation of manual task – From registration of claim to payment approval, all
tasks will be automated. The automation will increase the waiting time for customers.
Hence, it leads to decrease in the number of complaints from the customers.
 Built-in IT infrastructure – The use of cloud services shall allow company to have
built-in IT infrastructure and hence lead to lower investment cost (Welch, 2011).

 Use mainframe to communicate with middle layer – The mainframe can integrate
with all applications and provide a common platform for all applications to integrate
with each other.
 Replacement of WS02 with a web service – The RESTful service shall allow to define
a set of constraints for speedy conversation.
 Automatic emailing of invoice – Automation shall minimize the waiting time of claim
processing.
 Automatic updating of claim status
 Automatic registration of claim
 Internal hosting of FASTCLAIM – It will allow complete access to the internal IT
expert.
 Use of external API in the form of web service
References
De Clercq, E. (2011). Collaborative Patient Centered eHealth. 2nd ed. Amsterdam: IOS
Press, pp.12-14.
Rosa, M. and Soffer, P. (2013). Business Process Management Workshops. 2nd ed. Berlin,
Heidelberg: Springer, pp.22-25.
Scholz-Reiter, B. and Stickel, E. (2012). Business process modelling. 3rd ed. Berlin:
Springer, pp.20-23.
Welch, P. (2011). Communicating process architectures 2011. 3rd ed. Amsterdam, the
Netherlands: IOS Press, pp.11-13.