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OPTIMIZING OPERATIONAL PERFORMANCE

EMPOWERING THE WORKFORCE

By Try Muller/Ravenell

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Objectives

Brief assessment based on RARE GEM components

Improving operations with The Cloud Business intelligence & Budgeting Creating owners through education and

development United Health’s performance

improvement equation

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Assessing Operations with RARE GEM

$20M Revenues $20M + 10%

Performance Gap

R ISK - capital losses in shareholder value, integrity risk in claims, operational risk in processing errors

MONEY – must have cost-effective ways to improve performance

ETHICS – must avoid the inclination to “cook the books” to show inaccurate, favorable financial performance

RESOURCES – human capital sufficient to run and manage operations

ENVIRONMENT (BUSINESS) – operating inefficiencies leads to attrition in customer base

GOAL – to improve operational performance in order to close performance gap and increase revenues

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Cloud Computing for Optimal Performance

United Health Cloud

CRM data

Claims

Adv.Sales

IM call center

Call Center Personnel

(IC)

Customers

Agents (IC)

Operations Managers

Cloud computing will help automate most, if not all of the operational processes. The long-term goal it to completely convert to cloud maintenance costs instead of every day paper and transactional costs.

Improved customer service with

Instant messaging system

Better process monitoring and operational risk mitigation

The cloud gives enterprise-wide ownership over operations

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Supplement CRM System with BI and Predictive Analytics Platform

CRM Database

BI/ Predictive Analytics Program

Predict customer behavior/ categorize customer

Profit from customer

retention not acquisition

A business intelligence component will help the employees identify and rank customer behavioral patterns to better serve them. The ability to make well-informed decisions aboutthe customers will help employeestarget customers that fit within the right profile— essentially eliminating wasted time and money on customers that offer no ROI.

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Realize technology as a cost-effective way to reduce operating costs and increase revenue

• Works toward eliminating manual transactions• Converts transactional costs to more consistent and

budget-friendly technology maintenance costs• Helps operational managers have more transparent view

of the processes• Allows IC’s to have influence and ownership in Enterprise

operations.

The United Health Cloud

• Making well-informed decisions minimizes wasted resources

• Better customer service means better customer retention = profits

• Employees can have the e discretion to spend money on the right customer with better intelligence

Combining BI and Predictive Analytics with

CRM