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PANORAMA
360
THE INSURANCE AND WEALTH
MANAGEMENT
ENTERPRISE BUSINESS
ARCHITECTURE FRAMEWORK
Version 4.0
Preface by
President and Chief Operating Officer of an Insurance Company
Chief Architect of an Insurance Company
Chair of OMG’s BPMN MIWG
Retired Senior Director, Oracle Insurance Business Unit
THE DEFINITIVE REFERENCE FOR MANAGING ORGANIZATIONS, BUSINESS PROCESSES AND
TECHNOLOGY IN INSURANCE AND WEALTH MANAGEMENT.

Panorama 360
Enterprise Model
Panorama 360
Business
Process
Models

The Enterprise Architecture View
11 Business Domains
500 Business Functions
70 Major Functions
Customer Care Distribution
Product Definition
Sold Product Life Cycle
Rules ManagementDocument Management
Workflow Management
New Business / Policy Change / Renewal
Contract Issuance Reinsurance
Domain Detail Views
Loss ControlClaims
10
C
o
u
n
t
r
i
e
s
100
C
o
m
p
a
n
i
e
s
The Enterprise Architecture ViewThe Enterprise Architecture View
11 Business Domains
500 Business Functions
70 Major Functions
Customer Care Distribution
Product Definition
Sold Product Life Cycle
Rules ManagementDocument Management
Workflow Management
New Business / Policy Change / Renewal
Contract Issuance Reinsurance
Domain Detail Views
Loss ControlClaims
C
o
u
n
t
r
i
e
s
C
o
m
p
a
n
i
e
s

Choices Processes
Mergers
Change MngtArchitecture
Needs Risk
Management
Scope
Interfaces Heat Maps

Information
Security
MDM
Application
Management
Compliance
Management
… Cost AllocationOrganizationSimplification

Enterprise Business
Architecture
Panorama 360 Enterprise
Model
The LEGO TM blocks of the industry
11
Domains
75+ Major Capabilities
500+ Business Functions
Enterprise/Application Architecture Framework

Fonctional Information
The Industry LEGO TM Blocks

Fonctional Information
The Industry LEGO TM Blocks
Business Domains
Major Capabilities
Business Functions
Information Domains
Information Subjects
Information Topics
Processes

Business
Domain
decomposition
number
description Major Capability decomposition
number
description Capability
Function
decomposition
number
Description Major
Information
Created
Major Information Used
1.0 Marketing 1.0 1.0 Marketing is composed of the following
Major Functions:
1.1 Research Markets
1.2 Develop Markets1.4 Define Customer
Service Strategy
1.3 Develop Buying Behaviour
1.4 Define Customer Service Strategy
1.5 Manage Promotional Campaigns
1.6 Manage Public Relations
1.7 Manage Corporate Communications
1.1 Research Markets 1.1 From many sources, on different subject matters, and from
various angles, gather information about markets which are
the target of the organization. With this information on hand,
assess the viability and macro-opportunities offered by the
observed environments.
Among the functions that would be included under this, are
consolidations of consumer profiles, gathering of external
consumer data, and assessment of the political environment...
1.1.1 Identify Potential
Markets
1.1.1 Gather relevant information about the various
markets which may be of interest in order to
expand the organization. The information related
to these markets could be high level impressions
based on trends, population growth, evolution of
economy and perceived readiness to do
business.
Market Customer information, sold products,
benefit request case, portfolio
performance, body of knowledge,
documents
Major Functions:
Service Strategy
1.1.2 Consolidate Internal
Consumer Profile
1.1.2 Gather relevant information, available internally,
on customer profiles, purchasing behaviour,
complaint profiles, consumers requests, previous
focus groups, customer satisfaction surveys,
profitability assessments which could be useful
to perform the research of potential new
markets in line with the corporate objectives and
directions.
documents
Major Functions:
Service Strategy
1.1.3 Integrate External
Consumer Data
1.1.3 Gather relevant information, available through
external sources, on consumer needs, consumer
purchasing behaviour based on consumer profiles
by revenue, by regions, by distribution channels,
etc..., current sales volumes and profitability,
which will provide indicators as to where the
market is, where it seems to be going, how and
where it is growing, and what consumers expect.
documents
Major Functions:
Service Strategy
1.1.4 Assess Political
Environment
1.1.4 Gather information on the political environment,
how supportive the government is towards
certain products or ways of doing business, how
the government is preparing to legislate certain
fiscal aspects as well as social benefits, and
what is the likelihood that this may change in
the future. Assess the existing regulatory
environment and how it supports the products
and services that are part of the offering.
documents
Major Functions:
Service Strategy
1.1.5 Assess Social
Environment
1.1.5 Gather information on the social fibre of the
market, how prepared is the population to
accept new products and services or variations
of products, new or improved ways of doing
business, what is the openness to savings and
investment as opposed to insurance/protection,
what others initiatives have been attempted in
the past and how well received were they.
documents

Information Domain decomposition
number
description Information Subject decomposition
number
description Information Topic decomposition
number
Description
1.0 Market
Domain
1.0 1.0 Domain: Market
is composed of the
following Subjects:
- Market
- Segment
- Buying
- Servicing Strategy
- Promotion
- Public Relations
- Communication
1.1 Market 1.1 Subject 1.1 Market is
composed of the following
Topics:
- Market
- Demographics
- Sociographics
- Psychographics
- Competition
- Market - Share
- Consumer Survey
- Market - Potential
- Market - Business Case
1.1.1 Market 1.1.1 Defines the marketplaces chosento sellproducts and services.
1.0 Market
Domain
1.0 1.0 Domain: Market
is composed of the
following Subjects:
- Market
- Segment
- Buying
- Servicing Strategy
- Promotion
- Public Relations
- Communication
1.1 Market 1.1 Subject 1.1 Market is
composed of the following
Topics:
- Market
- Demographics
- Sociographics
- Psychographics
- Competition
- Market - Share
- Consumer Survey
- Market - Potential
- Market - Business Case
1.1.2 Demographics 1.1.2 Defines demographic data ofcurrentand potentialcustomers.

Business Domain Major Function Create Use
1.0 1.0 Marketing 1.1 1.1 Research Markets 1.1 1.1 Market 5.2 5.2 Customer Information
1.0 1.0 Marketing 1.1 1.1 Research Markets 1.1 1.1 Market 6.2 6.2 Sold Products-Contracts
1.0 1.0 Marketing 1.1 1.1 Research Markets 1.1 1.1 Market 6.4 6.4 Benefit/Claims Request Case
1.0 1.0 Marketing 1.1 1.1 Research Markets 1.1 1.1 Market 8.3 8.3 Portfolio Performance
1.0 1.0 Marketing 1.2 1.2 Develop Markets 1.2 1.2 Segment 1.1 1.1 Market
1.0 1.0 Marketing 1.2 1.2 Develop Markets 1.2 1.2 Segment 5.2 5.2 Customer Information
1.0 1.0 Marketing 1.2 1.2 Develop Markets 1.2 1.2 Segment 6.2 6.2 Sold Products-Contracts
1.0 1.0 Marketing 1.2 1.2 Develop Markets 1.2 1.2 Segment 6.4 6.4 Benefit/Claims Request Case
1.0 1.0 Marketing 1.2 1.2 Develop Markets 1.2 1.2 Segment 8.3 8.3 Portfolio Performance
1.0 1.0 Marketing 1.3 1.3 Develop Buying Behaviour 1.3 1.3 Buying 1.2 1.2 Segment
1.0 1.0 Marketing 1.3 1.3 Develop Buying Behaviour 1.3 1.3 Buying 5.2 5.2 Customer Information
1.0 1.0 Marketing 1.3 1.3 Develop Buying Behaviour 1.3 1.3 Buying 6.2 6.2 Sold Products-Contracts
1.0 1.0 Marketing 1.4 1.4 Define Customer Service Strategy 1.4 1.4 Servicing Strategy 1.2 1.2 Segment
1.0 1.0 Marketing 1.4 1.4 Define Customer Service Strategy 1.4 1.4 Servicing Strategy 2.3 2.3 Product Definition
1.0 1.0 Marketing 1.4 1.4 Define Customer Service Strategy 1.4 1.4 Servicing Strategy 4.1 4.1 Servicing Channel
1.0 1.0 Marketing 1.5 1.5 Manage Promotional Campaigns 1.5 1.5 Promotion 1.2 1.2 Segment
1.0 1.0 Marketing 1.5 1.5 Manage Promotional Campaigns 1.5 1.5 Promotion 1.6 1.6 Public Relations
1.0 1.0 Marketing 1.6 1.6 Manage Public Relations 1.6 1.6 Public Relations 1.1 1.1 Market
1.0 1.0 Marketing 1.6 1.6 Manage Public Relations 1.6 1.6 Public Relations 1.2 1.2 Segment
1.0 1.0 Marketing 1.7 1.7 Manage Corporate Communication 1.7 1.7 Communications 1.2 1.2 Segment
2.0 2.0 Product Development and Management 2.1 2.1 Assess Product Opportunity 2.1 2.1 Product Need 1.2 1.2 Segment
2.0 2.0 Product Development and Management 2.1 2.1 Assess Product Opportunity 2.1 2.1 Product Need 1.3 1.3 Buying
2.0 2.0 Product Development and Management 2.1 2.1 Assess Product Opportunity 2.1 2.1 Product Need 1.4 1.4 Servicing Strategy
2.0 2.0 Product Development and Management 2.1 2.1 Assess Product Opportunity 2.1 2.1 Product Need 2.7 2.7 Product Results
2.0 2.0 Product Development and Management 2.2 2.2 Engineer Products and Services Concepts 2.2 2.2 Conceptual Product 2.1 2.1 Product Need
2.0 2.0 Product Development and Management 2.2 2.2 Engineer Products and Services Concepts 2.2 2.2 Conceptual Product 12.1 12.1 Business Rules
2.0 2.0 Product Development and Management 2.3 2.3 Engineer Products and Services Components 2.3 2.3 Product Definition 2.1 2.1 Product Need
2.0 2.0 Product Development and Management 2.3 2.3 Engineer Products and Services Components 2.3 2.3 Product Definition 2.2 2.2 Conceptual Product
2.0 2.0 Product Development and Management 2.3 2.3 Engineer Products and Services Components 2.3 2.3 Product Definition 12.1 12.1 Business Rules

Stakeholder List for Contract Management and Claims/Benefit Management
Accountant A person whose job is to keep or inspect financial accounts.
Actuarial Relating to actuaries or their work of compiling and analyzing
statistics to calculate insurance risks and premiums.
Adjuster An insurance agent who investigates personal or property damage
and makes estimates for effecting settlements.
Agent A person employed to sell insurance policies.
Auditor An individual who inspects and verifies the accuracy of a
company's operational and/or financial records. Public companies
are required to use a public accounting firm for the conduct of an
audit of their financial statements.
Auto Parts a company that sells automobile parts
Bank A financial institution licensed to receive deposits and make
loans. Banks may also provide financial services, such as wealth
management, currency exchange and safe deposit boxes. There
are two types of banks: commercial/retail banks and investment
banks.
Bankrupcy Syndicate When an organisation is unable to honour its financial obligations
or make payment to its creditors, it files for bankruptcy and the
syndicate takes care of it
Beneficiary A person who derives advantage from something, especially a
trust, will, or life insurance policy.
Billing The process of making out or sending invoices.
Body of Knowledge A body of knowledge (BOK or BoK) is the complete set of
concepts, terms and activities that make up a professional
domain, as defined by the relevant learned society or professional
association. It is a type of knowledge representation by any
knowledge organization.

Metric Name Metric Description
Number of Promotional Campaigns Number of promotional campaigns that were undertaken each year.
Promotional Campaign Success Number of contracts and business growth by type of promotional
campaign
Number of Product Opportunities Number of product opportunities that were identified over a year
Number of New Products Number of new products that were introduced on the market
Numer of Improved Products Number of exiting products that were improved or amended over a year
Product Sales Growth The amount by which the average sales volume of a company's products
or services has grown, typically from year to year.
Expense Ratio The expense ratio in the insurance industry is a measure of profitability
calculated by dividing the expenses associated with acquiring,
underwriting and servicing premiums by the net premiums earned by the
insurance company. The expenses can include advertising, employee
wages and commissions for the sales force.
Loss Ratio The ratio of the claims paid by an insurer to the premiums earned, usually
for a one-year period.
Combined Loss Ratio The combined ratio is a quick and simple way to measure the profitability
and financial health of an insurance company. ... The combined ratio is
calculated by adding the loss ratio and expense ratio. The loss ratio is
calculated by dividing the incurred losses, including the loss adjustment
expense, by earned premiums.

Project Scope and Responsibility Align Capabilities to Initiatives
In-scope
Building Processes Capabilities to Applications
Risks to Capabilities

P360
Capabilities
Functions
Processes
Information

Process
Name
Process
Capabilities
P360
Roadmap
Projects
Business
Architect
High Level
Description
Information
Procedures
Business
Line of
Business
Business
Needs
Business
Requirements
Activities
Stakeholders
Technology
Component
Data Governance
Product
Information
Flows
Business
Objectives
Roles
Owner
Strategies

 5 Insurance and Wealth Management References
◦ Enterprise Business Architecture Framework
◦ Business Process Models
◦ Merger and Acquisition Methodology
◦ Target Market and Product Development Methodology
◦ Project Delivery Maturity Assessment Methodology
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