Moving Santam Insurance Towards Industry 4.0 Through Dynamic Simulation Resource Scheduling

Abstract

A report concluding the nal phase of a project aiming to move Santam insurance toward industry 4.0 through dynamic resource scheduling. Research was conducted in areas involving data and sensitity analysis, robust simula- tion scheduling as well as the preferred modeling platform- Simio R Simulation. A large section of this project is contributed by a thorough data analysis which facili- tated the use of various industrial engineering techniques in the processing a large raw data set, prioritising resources, de ning relationships, identifying trends and associa- tions, plotting distributions and coding the automation of repetitive calculations. The input, processing and output logic segments behind the base simulation model is further explained and represented on the Simio R interface found in the appendices. Throughput and turnaround time were the metrics used in the successful validation of the simulation model. The proposed \Equal-Mix" solution suggests a two-stage scheduling that is performed aimed at rstly minimising the variations in volume and thereafter maintaining the balance by allocating the same claim type proportions to handlers as that which is received that day. An additional \Min-Claim" scenario is run as an alternative to the initial solution, in which the scheduler simply allocates the claim the the handler with the least claims. This was deemed worthwhile as an alternative that does not require extensive knowl- edge and infrastructure. Both scenarios resulted in an increased throughput of internal claims, potentially elimination the need for costly external assessor but at the trade of an increased turnaround time. A more balanced system was achieved. A change management program is suggested to supplement the implementation of the solution and a workshop covering simulation and an improved data gathering policy is also advised. The nal recommendation would be to continue exploring the use of simulation as a decision making tool throughout the workplace and invest in the training and infras- tructure which will advance the company into areas that will be crucial to their long term success.