News story

Zurich Financial Services executive joins TATA Interactive Systems

London, UK & Edison, New Jersey01 Nov 2005Learning NewsMPS Interactive Systems

John Kusi-Mensah has joined the global e-learning producer, Tata Interactive Systems (TIS) as a worldwide business consultant.

John Kusi-Mensah has joined the global e-learning producer, Tata Interactive Systems (TIS) as a worldwide business consultant. Kusi-Mensah joins TIS from Zurich Financial Services - where, as head of knowledge management, he introduced a TIS-produced e-learning electronic performance support system (EPSS) that has significantly reduced the time taken by Zurich staff to handle claims, increased the competence of the staff and resulted in significant savings.

Kusi-Mensah holds an MBA from City University Business School in London and an undergraduate degree in business studies. Before joining Zurich Financial Services, he worked for HSBC Investment Bank and Abbey National.

He commented: "I am excited about my new role with TIS and I am looking forward to contributing to TIS's further development as a worldwide producer of e-learning materials."

The TIS-produced EPSS enable and expedite at the point of transaction - thus reducing the backlog of claims. The EPSS contains precedents from case law; explains each test case and contains diagrammatic scenarios to help the claims handler talk directly to lawyers.

In the past, a typical 'whiplash' claim used to take 21 months for Zurich's claims handlers to resolve. Now, with these e-learning tools, that time has been cut to seven months - enabling three claims to be settled in the time it used to take to settle one.

Since, typically, Zurich sees a 20 per cent return for each claim, the more claims Zurich staff can resolve, the more money the company makes.

Moreover, where it used to take up to nine years to train a claims handler, the introduction of these EPSS tools are enabling Zurich's claims handlers to become fully qualified in just three months - providing further major savings for the company.

"We're pleased that John Kusi-Mensah is joining TIS," commented Manoj Kutty, TIS's worldwide president of sales and marketing. "The best training managers recognise that project sponsors are primarily concerned about developing solutions that directly impact on productivity and performance.

"John Kusi-Mensah has made a huge impact at his recent assignment at Zurich. We look forward to his contributions in providing focus and momentum to this area of our business."

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