3. BUSINESSANDCULTURALASSESSMENT
• Identify Business Strategy and Challenges
• What type of culture exists?
• What type of culture is required?
Dependent/
Conformer
Independent/
Achiever
Interdependent/
Collaborative
4. BUSINESSANDCULTURALASSESSMENT
Assess Existing Culture
- What shared
beliefs and
practices exist?
- What beliefs
drive behaviors?
Verify need for cultural change
- Assess gap
between existing
culture and
culture required
to achieve
business strategy
Gauge awareness
- Do employees
recognize need
for change?
7. ACTIONSITEMSTO DATE:
• Accident Lines (AL) Guidelines Updates
• Sub-producer Language Template
• Sharing Core Licensing resources with AL Team
• Provide input on flyers/marketing language
• Best Practices Liaison (new guidelines, FatWire file updates)
• Compliance Liaison (commission disclosure, language templates)
• Book of Business breakdown both BTA & Blanket (Portfolio slices for
reporting and decision-making)
• Reuben Warner Commissions & Portfolio Review
• Re-vamped Florida Statute rating tool to include Aircraft rating
• Working with Metrics to automate Renewal assignments
• BTA Standard rating and Proposal (up to 1,000 lives)
• Licensing Appointment Process updates
• BTA Lotus Notes Database Updates
• Capacity Model research and review
8. DRIVINGA COLLABORATIVECULTURE:
RECOMMENDATIONS
• Mailbox for all non-new business requests
• Encourage collaboration
• Reinforce “one-team” focus
• FIFO method OR by request type to achieve Economies of Scale
• Service Consultant role
• Salesforce entry (particularly Add issue premium)
• Issue New Business
• Book Premium
• Respond to billing inquiries
• Answer broker questions as able
• Monitor Quote mailbox
• Monitor mailbox for all other requests
• Daily “check-in”
• Sales wins/Add Issues
• Large NB Quotes and Renewals
• Projects, other items requiring attention
9. DRIVINGA COLLABORATIVECULTURE:
PROJECTINITIATIVECONTRIBUTIONS
• Add Issue Database Query to identify missed premium in Salesforce
• Add Issue for new units
• Target certain SIC codes along with coverage type
• Document SIC codes
• Pricing based on industry to bring in some more premium without individually rating and
renewing each case.
• Reporting team could add a column to give us an indication on a percentage to increase
the renewal based on industry.
• Shared Services role within Accident Lines team
(QM, BP, Training, Reporting, Add issue point-person)
• Perpetual Contract
• We could offer annual installments in perpetuity, which would reduce our administration
at renewal
• LN Database Updates
• Improve usability and reporting automation
• Automate Renewal Actions
• Automate the action to take based on the fields reported
• Claims Discrepancies
Identify Business Strategy and Challenges What type of culture is required to achieve our strategy?
Work closely with leadership
Meet with teams and individuals
Categorize Organization’s Culture:
Dependent/Conformer (Commander-controlled, dependent on authority to be told what to do, achievements restricted)
Independent/Achiever (Individualism, silos, individual heroic leaders)
Interdependent/Collaborative (innovative, risk-takers, share resources, break down boundaries…work through networks…shared beliefs and practices)
Determine culture of organization and where we need to progress to achieve our business strategy
Work closely with leadership
Meet with teams and individuals
Instill a renewed sense of vision
Focus organization on customer and company vision
**Paint picture of life on other side of transformation (COLLABORATION) to give employees motivation that change is worthwhile
Create a sense of urgency via dramatic targets/objectives
Demonstrate how vision ties to Performance Objectives
Drive Communication
Twice-daily “huddles” with team
Suggestion Box allowing employees to submit ideas (give prizes from pens to gift cards)
Encourage employees to challenge decisions with alternative ideas
Turn employee push-back into opportunities for them to shine
Create atmosphere of approachability
Make bold, visible moves to demonstrate need for change and commitment to leading the organization through these changes
Question everything…every process, relationship, and routine to revitalize the organization
Ensure early, visible successes to show milestones of progress (easily identifiable and fixable changes that make a notable difference to operation of the organization)
Implement small, individual changes that will culminate in a tangible cultural change
Emphasize how these changes contribute to the focus on the customer and company vision
Instill a sense of ownership in what employees are doing
Use ADKAR method to gain employee buy-in
Awareness: Does our strategy require a collaborative culture?
Desire: How might these behaviors/mindsets help us achieve strategy?
Knowledge: Paint a picture of life on the other side of the transformation, Connect Vision to Performance Objectives
Ability: Facilitate Communication and Openness…prove this is a safe environment.
Reinforce: Recognize and reward employees as they adopt a collaborative attitude and demonstrate these actions
