Revolutionizing Enterprise Content Management with Discrete-event Simulation

Westfield Insurance is undergoing unprecedented change to its organizational and technological processes for claims. In an effort to improve the customer experience and increase adjuster efficiency, the organization is implementing a paperless environment for claims documents. Converting paper documents to electronic content is the responsibility of the Enterprise Content Management (ECM) department. The ECM department needs to radically change in order to meet a new service level with an 80% increase in volume. A discrete-event simulation is used to model the current and future state business processes and achieve the objectives of improving existing efficiency and prescribing people, processes, and technology to meet future demand. The simulation and business impact are discussed.