個案資料
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Concentrix Corporation: Analytics to Audit Claims in Customer Management Services
內容大綱
Concentrix Corporation (CNX), a technology enabled global business services organization, supported a transport solutions company with its customer management services. In June 2019, CNX’s global customer services operation manager carried out an assessment and found irregularities in the credit claim process for CNX’s client. The manager needed to reduce the number of irregularities so that CNX’s agents did not create a negative experience for the client. Random samples for audit revealed that existing guidelines and control procedures were ineffective in capturing irregularities. What strategy did the manager need to select a sample for audit that could capture the maximum number of irregularities within the allowable audit cost?
學習目標
This case can be used at the beginning of a business analytics course at the graduate or executive level in operations management. The case supports classroom discussions about using data analytics to frame a strategy for customer management services operation in a new or existing business where the opportunity for wrongdoing exists. After working through the case and assignment questions, students will be able to do the following:<ul><li>Understand customer management services engagement and the types of irregularities that may appear in claims processes.</li><li>Discuss analytical approaches that can be used to address identified operational irregularities.</li><li>Using data analysis, identify the rules with thresholds that would precisely capture irregularities.</li><li>Formulate strategies to mitigate business challenges in a credit claims process and propose how the solution might be implemented.</li></ul>