Student Work

Customer complaint resolution at FCHP

Public

Our team performed a Six-Sigma analysis on the customer service call center of Fallon Community Health Plan (FCHP), a non-profit health insurance provider in Worcester, Massachusetts. Through root cause analysis into the customer service center's call volume, a series of overturned appeals cases, and member portal usage statistics, we were able to make recommendations on regional service, advertising, and data validation. These proposed process design changes are expected to decrease call volume and increase customer satisfaction.

  • This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.
Creator
Publisher
Identifier
  • 07C028M
Advisor
Year
  • 2007
Sponsor
Date created
  • 2007-01-01
Resource type
Major
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Permanent link to this page: https://digital.wpi.edu/show/zc77st08j