Lean Transformation_Insurance

The Value Driven Approach

By

Value Driven Solutions

The Resource for the Lean Enterprise

Lean Transformation Strategies for Service Organizations

© 2015 | Value Driven Solutions 2

The Resource for the Lean Enterprise

Value Driven Solutions

Lean Transformation Strategy

Value Driven Solutions (VDS) is a management consulting firm dedicated to

continuous process improvement. Our approach is based on the Lean

Principles for manufacturing and service organizations, and the Six Sigma

methodology for near-perfect quality.

Our Mission

“Value Driven Solutions is fully

committed to enabling businesses to

reach their full operational potential

through the implementation of tailored

problem solving strategies in the most

efficient and cost-effective manner.”


The World Class Performance Cycle

The Value Driven Approach


7. Compare to goals, adjust strategy

8. Continue to improve focused on delighting

the customer

6. Standardize processes

5. Target specific projects using 6σ

DMAIC

4. Define Value Streams, eliminate

waste, and introduce pull systems

3. Ensure satisfaction of customers requirements

2. Established based on LSS principles to

maximize value.

1. Identify customers and see value through

their eyes. VOC

Define Value

Corporate Strategy

Develop Metrics

Maximize Flow

Improve Quality

Eliminate Variation

Analyze Results

Share Success

& Lessons Learned

Customer


Commodity Mentality in the Insurance Industry

Business Case for Transformation


• Competition for market share based mostly on price• Risk reduction strategies took back seat• Less focus on the hidden cost drivers behind a client’s TCOR• Instead higher TCOR due to:

• Poor risk identification process• Gaps in coverage• Inferior claims handling

It’s the hamster wheel effect everyone is on, but can’t or won’t get off.

“

“ Colin D. Baird, Insurance Journal


Lean Six Sigma for service organizations



A method for eliminating waste, taking complexity out of processes, and creating better flow.

A business strategy that empowers people to create process stability and a culture of continuous improvement

A growth strategy... gaining more market share and increasing sales, while lowering costs

Not an instant transition, requires old paradigms to be abandoned

Customer focused thinking.... a natural fit with World-Class organizations


Business goals and process metrics aligned



Customer satisfaction

Profitability

Market growth

Lead-time

Defects/Rework

Services cost (TCOR)Deliver more

value to stakeholders


Step 2

Step 5

Roll Out. Commence tool flow down through structured events managed by steering committee. Involve all and Share Success!

Step 4

Measure. Create Leadership Standard work with steering committee. Establish KPIs at the enterprise, site, cell & process level.

Step 3

Vision. Create vision with senior leadership. Establish strategic plan to address gaps from Lean Enterprise Assessment. Create Steering Committee. Prioritize projects according to organizational goals. Roadmap to World Class.

Competency. Intense workshop for all senior and mid-management on operating methodology and LSS tools. Create Lean Six Sigma Tool Box, for specific business model, and Competency Development Program.

5 Steps to Success



Analysis. Perform Lean Enterprise Assessment. Determine the organization’s cultural readiness for change, operational capability, and level of alignment between strategy and goals. Select pilot cell and establish the project’s potential, scope and timeline.

Step 1

!


Lean Enterprise Assessment

Analysis


The goal of the assessment is to determine the organization's: Cultural readiness for change Current state of continuous improvement efforts Operational capability and flexibility Relationship among internal processes and with suppliers Adaptability to the continuously changing competitive environment

and ever-changing regulations


Associate Level Trained in basic tools can participate and support events

Practitioner Level Can Lead, Co-lead & implement events and provide basic training.

Master LevelCreates vision with senior leadership and provides advanced training.

Lean Six Sigma Competency Development TrackDevelop curriculum to certify participants and support the transformation

.CompetencyEducating the Workforce



Kaizen

6S

DMAIC

VSM

CompetencyThe Lean Six Sigma Toolbox

LSS tools are not one-size-fits-all. Introduce tools sequentially according to:

Business Model Type and severity of problems Level of competency of the workforce

There are 3 distinct tool categories Problem solving Waste elimination Decision making


12

Insurance

Mfg & Aftermarket

Healthcare

Sales & Marketing

Primary focus is process improvement of strategic intent, not on discovery of waste.

Focus on waste elimination, control of inventory, on time delivery, quality, and turn around time

Improvements in patient outcome, quality, reduced wait times

Working with the customer to lower TCOR.Identifying and eliminating waste, and improving flow in the agency’s processes

Effort Put Into System Design Will Result in Greater Benefits

© 2015 | Value Driven Solutions

VisionStrategy Tailored to Specific Business Model



Cross Functional Steering Committee

Measure


Members Site leadership and management representatives from key departments

(Claims, Sales & Marketing, Underwriting, Human Resources, Compliance)

Key stakeholder groups that have an interest in the outcome of the project

Transformation leadership (Lean Transformation Leader, Site CI Manager, etc.)

Responsibilities Approve project deliverables

Help resolve issues and policy decisions

Approve scope changes

Provide direction and guidance to the project

Acts as liaisons to executive group and sponsors


Define Metrics for the Enterprise, Site, and Cells based on these four categories

Customer Focus Focus on the Voice of the Customer. Strive to delight customers.

Delivery Working every day to meet 100% on time delivery

Quality Zero defect/rework philosophy.

ResponsivenessBest in Class Turn Around Time and discrepancy resolution.

MeasureEstablish Key Metrics



Target cell based on process metrics or value stream data

Pilot Event

Roll Out


Form cross-functional, multi-level team Match the tools to the problem Document results Share successes and challenges Select next cell or area to improve Continue to monitor results


Our Vision


At VDS, our goal is to provide our clients with…

a true baseline from which to grow

help to identify opportunities for improvement of critical processes

a comprehensive road map to World Class performance

VDS offers a balanced and cost effective approach based on:

exceptional customer support

knowledge transfer

innovative solutions.

Value Driven Solutions, LLC @Lean_VDSwww.facebook.com/VDSConsulting

Contact Us

To learn more about VDS Services please visit

w w w. v d s c o n s u l ti n g g r o u p . c o m

Interested in seeing how we can help your organization?

Call us

1 800 253 5260

Or Email us your questions at

[email protected]

Lean Transformation_Insurance

Documents

value driven solutions

mission value driven

value corporate strategy

value streams

business strategy

lean principles

growth strategy

lean enterprise assessment