Problem:
Eastern Insurance Company has a main processing Centre in Calgary, Alberta that is responsible for all Canadian claims. On average they process over a thousand claims per month. Claims are for a range of services including dental, medical, and professional services. Recently it has been brought to the Managements attention that errors are becoming an increasing problem. The company does not have a Quality Control Department, but the Operations performance does fall under the responsibility of Marco Rossi, Operations Manager. Although he has no formal training in quality, he has taken a measure of implementing a Quality improvement project