For myself, and I think for all PEX members, we need to focus more with an “outside-in” mentality. What changes can be made, and technology employed, which improves the customer’s experience. Many times we focus “inside-out” and assume that if we make our own internal colleagues’ experiences better, that this will translate into a better experience for our customers. That is not always true.
What is true for every company is the complexity that we build into our operating models ourselves, which adds cost and results in a lack of responsiveness to the customer’s needs. We have enough complexity in our industry just keeping pace with the level of regulation we must conform to, both at the national and state level. As a company grows larger, there is a tendency to start to put into place a lot of processes and procedures that add complexity and therefore cost to the whole end to end service delivery chain. This complexity in process and procedure then adds complexity and cost to whatever technological solutions you pursue.
So the PEX network can help by focusing on solutions for companies to help identify their complexities, and the value or lack thereof and change them, while also looking for more “plug and play” technology solutions and challenging the traditional methods for doing insurance generally. A focus on these things can help the industry evolve and compete with non-traditional entrants as well.
Interview conducted by Andrea Charles, Senior Editor, PEX Network
The Process Excellence Network is a global community for process professionals, business leaders and executives who want to improve their businesses through process and operational excellence. With a global membership of 130,000+, and a burgeoning global portfolio of live events, webinars, and networking opportunities, our mission is to inspire and inform our members with access to practical advice on business improvement tools, methodologies and technologies in order to achieve their business goals.
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