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May 12, 2011
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About Nolan
The Robert E. Nolan Company is an operations and technology consulting firm specializing in the insurance industry. For 38 years, we have helped insurance companies redesign processes and apply technology to improve service, quality,
productivity, and costs.

Our staff members are all senior industry experts with 15+ years in the industry. Visit www.renolan.com to download our insurance industry studies, white papers, and client success stories.

Praise the Fundamentals
Dave Edwards
Senior Consultant

Based on our ongoing conversations, by and large, Nolan Company clients are an optimistic group; despite 2010 proving to be a test of that important characteristic. As optimists ourselves, we believe 2011 will justify that outlook and present us all with opportunities based on a more certain business-operating environment.

What this should mean to senior executives, and operations leadership in particular, is a need to expand our focus from market-share retention and maintenance of static or incrementally lower expense ratios to include a more aggressive, comprehensive approach to achieving operational excellence. That value proposition has elements formally or informally embraced by nearly all companies, but its comprehensive adoption has become more urgent for all companies. This is because of the painstakingly slow pace of the economic recovery for all companies and for health care firms in particular, which are now operating under dictated medical expense ratios and strict definitions of the composition of medical spend.

But, as you prepare to again make optimal use of your managerial muscles, exploring the development or purchase of market-differentiating capabilities, we think it's worthwhile to pause briefly and consider the state of your operations' fundamentals. Sustained excellence in nearly every field—sports, construction, the arts, and the military, to name a few—mandates sound fundamentals before higher-order expertise and capabilities can be developed. Business operations, whether in property/casualty, health care, or banking, are no different. There are three questions to ask:

  1. Do we have a clear, universally-understood, and consistently-utilized operations-improvement process?
  2. Do we know what relative benefits to generally expect from the economic elements of the improvement process?
  3. Have we subjected our key functional operations to this process to ensure that any new capabilities are built upon a solid, efficient, and effective foundation and that contemplated new capabilities cannot be developed internally on a more cost-effective basis?

If those are good questions to ask, I recommend immediately taking steps to swiftly and thoroughly answer them. The following chart illustrates one approach to answering those questions in the affirmative: a 10-step, continuous-loop operations-improvement process. The process begins with a vigorous value analysis, exercised under the over-arching guidance of clear customer identification, strategies to satisfy customer needs and exceed their service expectations, and an unqualified statement of each function's essential purpose and value proposition (a distilled declaration of why the function exists and a statement of the function's approach to executing its essential purpose, respectively).

The process appears straightforward; but, as we all know from our management experiences, "straightforward" does not always mean simple. To assist those charged with managing this process, we've found four rules that, if knowledgeably applied, will provide some discipline to the effort and, usually, help optimize results.

  1. Settle upon the correct essential purpose for the function under discussion. If this brief declaration of the reason for the existence of the function (a noun-verb phrase or short, single-sentence statement) is not accurate, results from the succeeding improvement process steps will be sub-optimal.
  2. Thoroughly execute each step of the process; even the difficult ones. Consistent, thorough execution of the entire process helps to institutionalize it as "standard operating procedure" within the organization and provides a common process-improvement vocabulary.
  3. Execute improvement process steps in the order illustrated, resisting the temptation to jump to what may appear to be obvious technical or structural solutions to business problems.
  4. Recognize that most business challenges require multi-faceted solutions and that all elements of the solution are not created equal with regard to their impact on quality, timeliness, and expense.

It's easy to grasp the likelihood of multi-faceted solutions for complex business problems; however, quantifying the sources of benefits and managing benefit level/source expectations are thornier challenges. An approach I've found useful in managing expectations for a generic, multi-issue operations improvement effort is displayed on the chart, highlighting four typical improvement sources and their relative value, assuming an improvement target of 20%.

  • Process Redesign: Provides the lion's share of the total typical benefit because this source addresses the high-cost elements of any operations division-its human resources. This source also forms the foundation for benefit flow from the remaining three sources.
  • IT Overlay: Bringing automation to bear on redesigned processes offers important benefit opportunities; limiting or removing the need for manual intervention for comparatively less complex tasks and service transactions. While the volume of these tasks/transactions may be high, the aggregate economic gain from their automation is disproportionately lower because the time required to complete them in a manual environment is short.
  • Staffing Analysis: Once the process-redesign step is complete, the organization will have a well-quantified understanding of how existing gross-resource expenditures are allocated across those tasks/transactions to be performed in the redesigned environment. Staffing analysis brings increased precision to our understanding of the skill sets and number of people required in the new environment.
  • Organization Redesign: This is a two-dimensional view. The first (horizontal view) is to ensure effective spans of control for supervisors, managers, directors, and executives. The second (vertical view) optimizes the number of organizational layers from the front-line associate to the executive.

Although there is little doubt that uncertainty will continue to be our companion in 2011, there are good reasons supporting a cautiously bright outlook. If you would like to learn more about the improvement model outlined here, please let us know. As you develop your 2011 improvement plans, we would be happy to help you target high-opportunity areas and achievement approaches. Have a productive and successful year!