Sorel Life Insurance Company: Improving Underwriting Performance
(3 pages of text)
Case (Gen Exp)
On Monday, July 23, 2018, the operations manager at Sorel Life Insurance Company in Montreal, Quebec was preparing for a meeting scheduled for Friday. The meeting was called by her boss, the vice-president of operations, to discuss Sorel’s second quarter financial results. Performance of Sorel’s underwriting department was continuing to decline; market share had dropped, policy completion time had increased, and fewer applications were being processed. In addition, Sorel was receiving complaints from insurance agents about poor turnaround times. During Friday’s meeting, the operations manager was expected to provide specific recommendations to address the problems in the underwriting department.
This case is suitable for an undergraduate or graduate course in operations management, for a class discussion on basic operations principles. Topics addressed in the case include process flow and capacity analysis, in the context of a service business. After completion of this case, students will be able to
- understand how operations concepts can be used to diagnose and resolve business performance problems;
- understand the operational problems created by variability in a process and challenges related to managing variability; and
- assess system capacity and process capability to diagnose potential constraints, and develop suitable recommendations to address issues related to operational performance.
Finance and Insurance
Canada, Large, 2018
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