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

• Amt, Jessica C.
• Ricciardelli, Mark P.
• Basilio, Adam D.

Publisher

• Worcester Polytechnic Institute

Identifier

• 07C028M

Advisor

• Johnson, Sharon

Year

• 2007

Sponsor

• Fallon Community Health Plan

Date created

• 2007-01-01

Resource type

• Major Qualifying Project

Major

• Management Engineering
• Mechanical Engineering
• Physics

Rights statement

• In Copyright