Process owner

Daniel Alile

Process manager

Cedric Pumpe

Process participants

• Claims department

• External audit service provider

• Workshop

Brief description

The customer has the option of having damage to a vehicle window processed directly by a cooperation workshop. The workshop provides all necessary information via a common interface. An external service provider checks the validity of the damage amount. At the end of claims processing, the amount is paid to the workshop that has made the advance payment.

Process objectives

• High dark processing rate of claims received in cooperation workshops

• Workshop receives uncomplicated remuneration

• High customer satisfaction due to advance performance by the workshop

• Short throughput times for individual damages

Measurement parameters for target achievement

• Dark processing quota

• Average process runtime

Linked documents

Rule: Decide if invoice inspection necessary