leadership: cloud computing

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leadership: cloud computing

  1. 1. 1<br />OPTIMIZING OPERATIONAL PERFORMANCE<br />EMPOWERING THE WORKFORCE<br />By Try Muller/Ravenell<br />
  2. 2. Objectives <br />Brief assessment based on RARE GEM components<br />Improving operations with The Cloud<br />Business intelligence & Budgeting<br />Creating owners through education and development<br />United Health’s performance improvement equation<br />2<br />
  3. 3. Assessing Operations with RARE GEM <br />3<br />GOAL – to improve operational performance in order to close performance gap and increase revenues<br />R ISK - capital losses in shareholder value, integrity risk in claims, operational risk in processing errors<br />Performance Gap<br />$20M Revenues<br />$20M + 10%<br />ETHICS – must avoid the inclination to “cook the books” to show inaccurate, favorable financial performance<br />RESOURCES – human capital sufficient to run and manage operations<br />ENVIRONMENT (BUSINESS) – operating inefficiencies leads to attrition in customer base <br />MONEY – must have cost-effective ways to improve performance<br />
  4. 4. Cloud Computing for Optimal Performance <br />4<br />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. <br />Operations Managers<br />Call Center Personnel (IC)<br />Better process monitoring and operational risk mitigation<br />Improved customer service with<br />Instant messaging system<br />Agents (IC)<br />Customers<br />The cloud gives enterprise-wide ownership over operations <br />
  5. 5. Supplement CRM System with BI and Predictive Analytics Platform<br />5<br />CRM Database<br />A business intelligence component <br />will help the employees identify and rank customer behavioral patterns to better serve them. The ability to <br />make well-informed decisions about<br />the customers will help employees<br />target customers that fit within the <br />right profile— essentially eliminating <br />wasted time and money on <br />customers that offer no ROI.<br />BI/ Predictive Analytics Program<br />Predict customer behavior/ categorize customer<br />Profit from customer retention not acquisition<br />
  6. 6. Realize technology as a cost-effective way to reduce operating costs and increase revenue<br />6<br />

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