Starting with the End in Mind Sabrina Prouty Strategic Consultant, Relationship Management Organization June 2013 The Power of the Crowd
Nov 01, 2014
Starting with the End in Mind
Sabrina Prouty Strategic Consultant, Relationship Management Organization
June 2013
The Power of the Crowd
Highlights
1. The Team
2. Our Journey
3. Success Stories - Results
4. How we did it – Case Study
5. Lessons Learned
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WHAT WE DO SERVICES • Consulting • Collaboration enablement • Crowdsourcing • Idea Management
MISSION WHAT WE ARE AIMING FOR • Integrate an enterprise-focused
approach • Strategic alignment to business
priorities • Deliver insights-driven results • Improve the consumer experience • Re-think routine
CONNECTING THE DOTS OUR APPROACH • Strategic alliances & partnerships • Company–wide idea challenges • Target department idea challenges • External crowdsourcing strategy • Focus groups / idea workshops
INSIGHTSINTEGRATION Connecting the dots…
Facilitate
Create
Measure
Integrate
Engage
Impact
Improve
Educate
Analyze
ABOUT US OUR TEAM • Shared Services Organization • 62 years of combined Humana
experience • 6 Six Sigma Green Belt Certified • KYCPE - Level 2 Baldrige Certified • 3 Project Management
Professionals
Consult
Results
Ideate
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Idea Sources… According to Gallup, IBM, and
the Institute for Employment Studies, the best ideas come from those closest to the customer.
Engagement… Crowdsourcing allows associates to
collaborate across competencies to solve problems, network with their peers and improve the likelihood of remaining with the organization.
Cost Reduction… Sourcing Ideas from associates leads
to the best ideas, increases associate engagement, and allows strategic deployment of external consulting services.
Sources: Gallup, IBM, Institute for Employment Studies
What we do.
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Our Roadmap to Results
2Q2011 – 4Q2011 Proof of Concept Campaigns (2)
1Q2013 Results
Results and Recommendations
1Q2012 – 3Q2012
Internal Challenges
Best practice and lessons learned
4Q2010 – 1Q2011
Research, Selection and Approval
4Q2012 – 1Q2013
Research / Change
Consulting Approach
Results from our journey….
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1DEA Dashboard
Qtrly Trend of Idea Submission Viewing Trends by Quarter Unique Logons & Trend
DA
TAD
RIV
EN
0
5,000
10,000
15,000
12 13 12 13 12 13 12 13 12 13
Jan Feb Mar Apr May
0
500
1,000
1,500
2012/Q3 2012/Q4 2013/Q1 2013/Q2
Log. (Trend)
0
5,000
10,000
15,000
20,000
25,000
30,000
OPPORTUNITY Realize significant portion of the $2.5b worth of rewards available for improving Humana’s STAR rating within The Centers for Medicare and Medicaid Services (CMS) Medicare Advantage program.
CHALLENGE SUCCESS
• 1st Proof of Concept for 1DEA (Bright Idea)
• Multi-year portfolio of idea challenges
• Two-year total:
• 50% participation rate (9,474 out of
19K eligible associates)
• 1,094 ideas submitted
• 1,500 comments
• Educated and focused associates on STARS,
their importance to Humana’s membership,
and sustainable growth.
Idea Challenge: Corporate Strategy Alignment
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OPPORTUNITY Increase associate engagement in four areas of opportunity identified in an Associate Pulse Survey
CHALLENGE SUCCESS • Educated associates on measurable value of
engagement
• Achieved 60% participation (500 eligible audience)
• Created a portfolio of associate generated ideas to
increase engagement (Awaiting latest survey
results)
• Increased associate engagement scores in each
area using quarterly survey as indicator
Idea Challenge: Associate Engagement
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Idea Challenge: Process Improvement
Challenge Objective Reduce cycle and touch times for Benefits Team processes.
Challenge Success • Gained client advocate and repeat business
• 64% participation rate (170 associates eligible)
• 43 ideas gathered, 273 votes and 171 comments
• Significant cost savings opportunities identified in
top 13 ideas* *Cost savings based on 3 year timeframe and include soft dollar savings
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Idea Challenge: Process Improvement
Challenge Objective Increase efficiency and effectiveness, and improve quality within Information Technology.
Challenge Success • 73% participation rate (2400 eligible associates)
• 158 ideas gathered, receiving over 2900 votes and
638 comments
• Significant cost savings opportunities identified in top 18 ideas (*Cost savings based on 3 year timeframe and
include soft dollar savings)
• Gained client advocate and repeat business
• Significant knowledge gain through partnership with financial expertise
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Idea Challenge: Corporate Strategy Alignment
Challenge Objective Identify simpler ways of doing business by removing/stopping non-value added steps/processes or creating new more efficient methods.
Challenge Success • 1st Enterprise initiative sponsored by C-level
Executives
• Built framework and team credibility to launch future Enterprise challenges aligning to values
• 18% participation rate (6,284 out of 34K eligible)
• 757 Ideas Submitted, with 1,538 Comments and 7,609 Votes
• 45 Ideas proposed to Leadership
• Cost Savings/Revenue: TBD/Ongoing
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How we did it… IT Case Study
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Ask
Identified Director level sponsor
Asked questions about IT culture, previous collaboration efforts, and need for services
Gathered 2013 IT priorities and goals
Requested expert resources to serve as project team
Identified stakeholders
Design
Proposed options and asked client feedback on design
Provided specific content and instructions for users
Displayed the judging criteria and process for idea management
Ran 4 week challenge with steady activity attributed to the communication plan
Started weekly SME meetings to review ideas
Consult
Brainstormed with project team for collaboration opportunities
Challenged and consulted to narrow focus and align to 2013 priorities and goals
Shared best practices used in prior challenges
Gained agreement on cost savings focus
Agree
Defined Problem statement
Level set on scope
Agreed on idea selection criteria and goals
Established roles and responsibilities
Outlined client preferred process for filtering ideas
Set targeted timeline 12 – 14 weeks
Gained approval from Sponsor (accountability)
Start with the end in mind… “The key to success is to build mutually beneficial partnerships that are equally invested.”
- Deborah Marshall, Johnson & Johnson
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Idea Selection: Process Overview – IT Challenge
158 Ideas Received
18 ideas for consideration with either positive cost/benefit attributes or
intangible benefits
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Phase 3 Review – Estimated CBA analysis
Phase 2 Review – Benefit versus Effort Ranking
Phase 1 Review – Eliminate the “no’s”
Outcome – Final ranking and recommendation
“Key to success was building off of the SME team’s expertise”
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Content: • Executive Summary • Trends and Insights • Participation • Top Ideas • Benefits / Effort Analysis • Next Steps
Deliver Results and Recommendations
Lessons Learned
1. Equally invested partnerships
2. Continuous experimentation / new functionalities and process
3. Sell and Market
4. Re-visit process and identify Best Practice
5. Listen to the customer
6. And finally…. Leaders need to hire talent smarter than themselves
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A HUGE THANKS to our Partners at Brightidea!!
Michelle Fairbanks Brian Brown Kristen Fotter Ron Orlovetskiy Jesse Leone