I invite you to join as a member of the PEX Network Group http://tinyurl.com/3hwakem, you will have access to Key Leaders Globally, Events, Webinars, Presentations, Articles, Case Studies, Blog Discussions, White Papers, and Tools and Templates. To access this free content please take 2 minutes for a 1 time FREE registration at http://tiny.cc/tpkd0 Process Excellence Network: A division of IQPC, (formerly known as Six Sigma IQ) provides access to a treasure chest of relevant content for Process Excellence practitioners. Providing critical knowledge on the development of Process Excellence including Business Process Management (BPM), Lean, Change Management, Operational Excellence, Six Sigma, Risk Management, Customer Experience and more, we provide the forum where key industry experts and organizations share their experience, knowledge and tools, and your practitioner peers connect with one another all over the world, both face-to-face and online. The Process Excellence Network is enhanced by an active online community of your professional peers, as well and face-to-face Summits and events that take place across the globe. Collectively we help you discover what the best are doing to get measurable results through Process Excellence and to seek actionable solutions to specific process problems through worldwide mass collaboration. None of us has the time for continuous trial and error learning. We must learn more and more from the experiences of others. Learning is nothing more than thinking with other people's ideas. We bring you the best ideas in a variety of media forms from outstanding academics and practicing professionals. In short, Process Excellence Network, (often known as PEX Network) enables you to advance your own process excellence journey by increasing your idea sources, widening your contacts and friendships and participating in ongoing formal and informal learning opportunities. In Summary: Process Excellence Network is uniquely positioned to provide a comprehensive library of both online and face-to-face content, including first-rate columns, articles, webinars, podcasts, video presentations, and of course globally renown industry events. Through every medium we strive to make your learning an exciting, dynamic, interactive experience. We are constantly striving to improve our content delivery methodologies. In 2011 we will be introducing many new ways for you to learn. Stay updated. The best is yet to come. Become a Process Excellence Network member today and you'll have continuous exposure to new and timeless tools, techniques, and technologies to extend your performance capacity and your organization's productivity. We also invite you to visit e-Zsigma for Lean Six Sigma Training and certification. e-Zsigma is Canada's leader in strategic Lean, Six Sigma and innovation deployment, project management, consulting and change leadership. http://www.e-zsigma.com

1. Leading process excellence experts from across global financial services share
best practice and continuous improvement initiatives for a truly holistic process
excellence program - LIVE from your own desktop or on-demand at your
convenience.
Presenter Interview: Tips from an Expert - BPM for Insurance
Organizations
Interview by Helen Winsor, Process Excellence Network
Jorge Rosas, Quality Manager at Chubb Group, joins Process Excellence Network to share
some best practice tips from the Insurance Group on BPM.
Process Excellence Network: How does Process Excellence fit into the business at Chubb?
J Rosas: Process Excellence is an integral part of Chubb's business methods. It allows us to
ensure that product and service delivery are meeting customers' expectations, while
creating metrics to describe how well we are doing this. It also provides internal measures
of performance that are used for appraisal purposes and as input for Continuous
Improvement programs. Process Excellence helps us analyze resource needs and determine
what the best organizational structure is in order to deliver products and services in an
efficient and effective manner.
Process Excellence Network: How do organisations typically react to demands for greater
quality in service? What are the key measures to take?
J Rosas: I believe that many organizations, especially in the financial services space, are
still more reactive than proactive in their response to Quality. This means that when
customers or regulators demand quality improvements a quick fix is usually sought, as
opposed to deep process analysis and Continuous Improvement that lead to sustainable
change. A proactive quality program, including customer listening posts need to be
implemented and used as the source of information to assess customer and stakeholder
satisfaction before demands for improved quality are received. When this happens, the
customer has already had a bad experience and he/she might be lost.
Process Excellence Network: Can you give some examples of initiatives to improve quality
and customer service at Chubb – outlining the challenges and solutions?
J Rosas: Chubb implemented a major Quality Management Program across all of its
commercial lines units. The challenges faced at that point in time were twofold: a) To
ensure product and service delivery standardization from centralized locations: b) To
design a reliable method to capture and measure accuracy (one of the main quality
characteristics) both from a customer and from a compliance point of view. The solution
was the design, development and implementation of statistically based Certification and
Quality Control procedures. These procedures were automated and distributed using
Business Process Management (BPM) tools.

2. Process Excellence Network: What impact has BPM implementation had on Chubb in the
areas of data collection, performance measurement and strategy? And how has your role
within the organisation adapted?
J Rosas: The BPM implementation underlying the Quality Management Program has created
a new Quality culture at Chubb. This was achieved because the data collection, inspection,
appraisal and reporting methods were designed with the user in mind, and based on sound
principles, which have been readily accepted. It is the credibility of the results being
published that has led management to accept them as part of the performance appraisal
process and thus, become part of the fabric of field operations. As Quality Manager, I was
responsible for leading the QMP project. Since its implementation my role evolved from an
architect to a consultant in the quality and Continuous Improvement arena.
Process Excellence Network: What top tips could you give to organizations to make the
most of BPM software solutions?
J Rosas: BPM is a key tool in the distribution and control of many corporate processes
including Quality. But it is only as good as the underlying design and methods. The BPM
applications cannot improve a flawed process. They can just make it faster. So I believe
that all necessary resources need to be invested at the project outset to ensure that
efficiency and effectiveness are baked-in form the beginning.
Hear more from Jorge Rosas at Business Process Excellence For Financial Services Online