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Zurich Financial Services executive joins TATA Interactive Systems
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.

The TIS-produced EPSS enables and expedites 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.

TIS employs a global team of 850 multi-disciplinary specialists - a unique mix of project managers, software engineers, instructional designers, content developers, visual designers and animators. Its service bouquet includes Simulations, Systems Training, New Hire Training, Business Processes and Skills Training, Regulatory and Compliance Training, Sales and Customer Service Training, Adaptive Assessments, Story-based Learning Objects and EPSS.

Apart from holding ISO 9001 and BS7799 certification, TIS is the only e-learning organisation in the world to be assessed at Level 5 in both the SEI CMM and P-CMM frameworks. TIS's quest for excellence is reflected in 23 prestigious industry awards, including BETT 2004 Best Product Award, Brandon Hall Excellence in Learning Awards in 2004 and 2005, APEX 2004 Award of Excellence and being shortlisted for the 'Team of the Year' in the UK's E-Learning Awards.
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