2. 2
Brainstorming is a useful and popular tool that you
can use to develop highly creative solutions to a problem.
Brainstorming is a lateral thinking process. It asks that
people come up with ideas and thoughts that seem at first
to be a bit shocking or crazy.
You can then change and improve them into ideas
that are useful, and often stunningly original.
Brainstorming
3. 3
But There is a method called reverse brainstorming
and this is where you are solving problems with a
combination of brainstorming and reversal techniques.
You can extend the use of brainstorming by combining it this way. You
can draw out even more creative ideas with this combination.
Reversal is a good, easy process for improving products
and services. You use it by asking the exact opposite of the
question you want answered, and then apply the results
appropriately.
Brainstorming
4. 4
Instead of asking,
"How do I solve or prevent this problem?"
ask,
"How could I possibly cause the problem?"
Instead of asking "how do I achieve these results?“
ask,
"how could I possibly achieve the opposite effect?"
Reverse Brainstorming
5. 5
Reverse Brainstorming
We tried this with our Claims Team at Mumbai.
We ask the most common problem faced by
Claims team to settle a Motor Claim.
Incomplete Document from
customer to settle a claim
The Problem is
6. 6
Brainstorming
The Solutions we have received are :
1. We can Educate the customer for claim process
2. Proper Communication to the insured
3. Follow-up with the customer
Total 3 Solutions
7. 7
Reverse Brainstorming
Now we asked the reverse question
We are not going to settle the claim
How ?
Give inputs
We have received 13 inputs
See next slide . . . . .
8. 8
Reverse Brainstorming
Now Treat these Inputs as problems and
find the solutions for the same
Inputs
1 Without document No survey / No approval
2 Will not inform what documents required
3 No communication to insured or Repairers
4 Avoiding the customer
5 No Response
6 Fault Finding in scrutinizing the documents submitted
7 Process Delay
8 Criticizing the customer for his Driving
9 Negligence in handling the documents
10 Asking for Bribe
11 Wrong Advice for claim
12 Challenging the identity
13 Deny the claim
We are not going to settle the claim, How ?
9. 9
Reverse Brainstorming
Inputs Solutions
1
Without document no survey / No
approval
We are not practicing, Input Rejected
2
Will not inform what documents
required
Opt1 - We can deliver claims process format,
Procedure, required documents along with the
policy.
Opt2 - Download from Website / Collect the
same from Bharti-Axa Offices pan India / collect
the same from Garages.
3
No communication to insured or
Repairers
Immediate response / Proper Communication /
System generated SMS for Documents required
4 Avoiding the customer
Greet the customer / Personal Attention / Value
Added Services / Happy customer Get-to-
gather / Customer meet for NCB.
5 No Response
We are not practicing, Input Rejected
10. 10
Reverse Brainstorming
Inputs Solutions
6
Fault Finding in scrutinizing the
documents submitted
Mandatory scrutiny for important documents
also see the various alternate options for
processing the claim.
7 Process Delay We are not practicing , Input Rejected
8 Criticizing the customer for his Driving
communicate the safety norms like Seat belts /
No Mobile while driving / Drink & Drive /
Vehicle Maintenance tips / no rash driving etc.
9 Negligence in handling the documents
Proper handling of documents submitted.
Store the same in secure place, if possible
scan all documents submitted to settle a claim.
10 Asking for Bribe We are not practicing , Input Rejected
11 Wrong Advice for claim We are not practicing , Input Rejected
12 Challenging the identity If required, for high claim amount then only.
13 Deny the claim If not justify all the above.
11. 11
Reverse Brainstorming
During brainstorming sessions there should therefore
be no criticism of ideas.
You are trying to open up possibilities and break down
wrong assumptions about the limits of the problem.
Judgments and analysis at this stage will stunt idea
generation.
