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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

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leadership: cloud computing

  • 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