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leadership: cloud computing
 

leadership: cloud computing

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    leadership: cloud computing leadership: cloud computing Presentation Transcript

    • 1
      OPTIMIZING OPERATIONAL PERFORMANCE
      EMPOWERING THE WORKFORCE
      By Try Muller/Ravenell
    • 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
      2
    • Assessing Operations with RARE GEM
      3
      GOAL – to improve operational performance in order to close performance gap and increase revenues
      R ISK - capital losses in shareholder value, integrity risk in claims, operational risk in processing errors
      Performance Gap
      $20M Revenues
      $20M + 10%
      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
      MONEY – must have cost-effective ways to improve performance
    • Cloud Computing for Optimal Performance
      4
      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.
      Operations Managers
      Call Center Personnel (IC)
      Better process monitoring and operational risk mitigation
      Improved customer service with
      Instant messaging system
      Agents (IC)
      Customers
      The cloud gives enterprise-wide ownership over operations
    • Supplement CRM System with BI and Predictive Analytics Platform
      5
      CRM Database
      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 about
      the customers will help employees
      target customers that fit within the
      right profile— essentially eliminating
      wasted time and money on
      customers that offer no ROI.
      BI/ Predictive Analytics Program
      Predict customer behavior/ categorize customer
      Profit from customer retention not acquisition
    • Realize technology as a cost-effective way to reduce operating costs and increase revenue
      6