Improving service technology and business process: A case of an insurance company in Taiwan

This case study depicts how the company improved its service technology and business process by business process reengineering (BPR) and total quality management framework from practical perspectives. BPR was used to define, analyze, and reengineer workflows for new business workflow redesign to improve customer satisfaction and implement total quality management (TQM) activities into all departments. Through the redesign of business workflows, the performance in cycle time, core processes, sub-processes, management layers, and productivity has been improved internally. In contrast to internal improvement, external appraisals and awards have been received to show this project was successful, and the results of this project were prominent.