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leadership: cloud computing

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  • 1. 1
    OPTIMIZING OPERATIONAL PERFORMANCE
    EMPOWERING THE WORKFORCE
    By Try Muller/Ravenell
  • 2. 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
  • 3. 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
  • 4. 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
  • 5. 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
  • 6. Realize technology as a cost-effective way to reduce operating costs and increase revenue
    6

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