3. History of the Company-Early beginnings
May 10, 1810
(Firetruck, 1901) (Nathaniel
Terry,Portrait n.c.). (Great Fire
of 1835, n.d), (Landseer, 1851),
(Morse, n.d.)
4. History of the Company-Famous Insureds
(Abraham Lincoln House, n.d.), (Abraham
Lincoln, n.d.), (Babe Ruth, n.d.), (Lee House,
n.d.), (Buffalo Bill, n.d.), (Timmons, n.d.),
5. History of the Company-Major projects
(Golden Gate Construction, n.d.),
(Golden Gate,, n.d.), (Hover Dam
Construction, n.d.), (Hover Dam, n.d.)
6. History of the Company - Present Day
(The Hartford [HIG],
n.d.), (AARP Logo,
n.d.), (US
Paralympics and The
Hartford, n.d.), (Larry
The Stag, 2010)
8. The Hartford Culture
Pre-Remote Worker Program
• Top-Down decision making process
• Reactionary Change
• Northeast culture and viewpoints
• Out of touch
Post-Remote Worker Program
• Collaborative decision making
process
• Proactive Change
• Viewpoints and cultures from country
wide
• Engaged Leadership team
(The Hartford, 2013)
9. The Claims Leadership Model-CLM
•
Why
•
•
•
•
•
Transactional vs. Transformational Leadership
Improvement in the 3 business metrics
•
File Quality
•
Customer Service
•
Work Environment
Daily activity breakdown for front line leaders
•
85% of their time performing process driven work
•
7-10% coaching
•
5-8% of their time doing team administrative work
Front line leaders were not empowered to lead their teams
Who?
•
•
Claim staff from all lines of business
•
•
Change Process
Post Implementation guidelines
How?
(D. Carrow, personal communication,
November 13, 2013)
10. The CLM Process - Assessment and
Planning
• Initial Survey with McKinsey & Company
• Process and Time studies using Six Sigma studies
• Project managers traveled to TD Ameritrade to observe the
Lean Management System
• Outcomes
(D. Carrow, personal communication, November
13, 2013)
11. The CLM - Change
• Front line supervisors focus shift
•
•
•
•
•
Employee facing activities vs. All Quality file reviews
Daily team huddles
Benchmark performance reviews on a team level
Weekly department huddles
New daily activity breakdown for front line leaders
• 50% Employee facing activities
• 30% File level activities
• 20% team oversight and professional development
(D. Carrow, personal
communication,
November 13, 2013)
12. The CLM - Resistance
Front Line Supervisors
•
•
•
•
Time management
Flavor of the month
Performance level decline
Pay for performance culture
Claim staff
• Waste of time-time management issues
• Intrusive
• Uncomfortable with a less structured performance assessment
(R. Garcia, personal
communication, November
15, 2013)
13. The CLM - Implementation
• Training for front line supervisors
• Need for the model
• Increased business metrics
• Proper way to conduct employee facing activities
• Use of daily huddles
• How to provide appropriate feedback
• Identify those employees with a high performance level
• Communication-key to implementation.
(E. Bounds, R. Guillermo, M. Drescher, & V.
Mayorga, personal communication, November
20, 2013)
14. The CLM - Post Implementation
• Huddle guidelines established
• Feedback forms to document employee facing activities
• Leadership blog
• Handout for claim staff outlining the new model
(D. Carrow, personal communication,
November 13, 2013)
15. The CLM – Success Story
All three core business metrics saw an increase
• Overall File Quality - 78% to 85% standard files
• Customer Loyalty – 82% to 87% satisfied
• Work environment – 91% of claim employees would rather
work for the Hartford than for anyone else.
(D. Carrow, personal
communication, November
13, 2013)
16. Reflections
What went well
• Planning
• Research
• Implementation
• Communication to front line supervisors
• Follow up
Area for improvement
• Claim representative communication and anticipation of
resistance.
17. Reflections
The change process incorporated many factors presented by
Dr. Bligh
• Created a sense of urgency
• Communicated the rational for the change
• Identified likely resistors
• Created small wins
• Identified Structural obstacles
Visionary vs. Reactionary
(Laureate Education, n.d.)
18. References
AARP Logo [Computer graphic]. (n.d.). Retrieved from bhpmss.org
Abe Lincoln Illinois Home [Photograph]. (n.d.). Retrieved from http://iconnect.thehartford.com/Pages/Archive1287781464486.aspx
Babe Ruth in Uniform [Photograph]. (n.d.). Retrieved from http://iconnect.thehartford.com/Pages/Archive1287783787962.aspx
Buffalo Bill [Lithograph on paper]. (n.d.). Retrieved from http://www.pbs.org/wgbh/americanexperience/films/cody/
Fire truck [Photograph]. (1901). Retrieved from http://fire.hartford.gov/PictureGallery/old_fire_truck.jpg
Golden Gate Bridge Construction [Photograph]. (n.d.). Retrieved from http://iconnect.thehartford.com/Pages/Archive1287781376075.aspx
Hoover Dam Construction [Photograph]. (n.d.). Retrieved from www.library.unlv.edu
Hoover Dam [Photograph]. (n.d.). Retrieved from hoover-dam-directions.jpg.
Landseer, E. H. (1851). Monarch of the Glen [Painting]. Retrieved from http://www.1artclub.com/the-monarch-of-the-glen-by-sir-edwin-landseer/
Larry the Stag [Photograph]. (2010). Retrieved from http://benhauck.com/wp-content/uploads/2010/05/landscape-opening-bell-as-larry-the-stag.jpg
Laureate Education [Producer]. (n.d.). Sustaining change. Retrieved from Walden course EDUC 6105
Lee House at Arlington [Photograph]. (n.d.). Retrieved from http://washington.dukegill.com/images/Arlington_Cemetery_Arlington_House_001.jpg
Mid-America Games for the Disabled [Computer graphic]. (n.d.). Retrieved from www.midamericagames.com
Morse, S. F. (n.d.). Eliphalet Terry [Oil on canvas]. Retrieved from www.en.wahooart.com
Nathaniel Terry [Painting]. (n.d.). Retrieved from http://iconnect.thehartford.com/Pages/Archive1287781376075.aspx
The Great Fire 1835 [Painting]. (n.d). Retrieved from http://newyorklookingback.blogspot.com/2011/12/great-fire-1835.html
The Hartford. (2013). Map with Office Locations [Computer Graphic]. Retrieved from www.thehartford.com/sites/thehartford/files/facts-about-the-hartford.pdf
The Hartford. (n.d.). Hartford Home Office [Photograph]. Retrieved from http://www.thehartford.com/higfiles/flash/historical_timeline.html
Timmons, R. (n.d.). Robert E. Lee [Painting]. Retrieved from www.rebelyell1.com
