毕博建立业务灵活性（英文版）

InsuranceConsultingBusinessFlexibilitySurveySummaryFindingsKPMGApril23,1999SAMPLERESULTS2©1999KPMGLLP,theU.S.memberfirmofKPMGInternationalTableofContents1.Background32.PhaseIFindings153.PhaseIIFindings404.EnterpriseArchitecture76Page3©1999KPMGLLP,theU.S.memberfirmofKPMGInternationalTableofContents1.Background32.PhaseIFindings153.PhaseIIFindings404.EnterpriseArchitecture76Page4©1999KPMGLLP,theU.S.memberfirmofKPMGInternationalWhyCareAboutBusinessFlexibility?Leadinginsurancecompaniesmustundergomorechangeinlesstimethaneverbefore:nBringingnewproductswithnewfeaturestomarketnExecutingmergersandacquisitionsnOutsourcingnon-strategicbusinessprocessesnBecomingmorecustomerfocusedandknowledgeable5©1999KPMGLLP,theU.S.memberfirmofKPMGInternationalWhyCareAboutBusinessFlexibility?Businessflexibilityistheabilitytoreactquicklytoexternal,market-forcechangesaswellasinternalstrategicinitiatives:nThedegreetowhichacompanyhasflexibilitycanbe“makeorbreak”intheirabilitytoexecuteorevendecidetogoafteropportunitiesnTheinsuranceindustryhasnot,ingeneral,beenabletoinvestinachievingahighdegreeofflexibilityToday’sacceptablespeedandflexibilityistomorrow’sfailure-thebarneedstoberaised,e.g.nCustomizeandquoteproductsinminutes,notweeksnMakeacquisitionintegrationmuchmoreofanon-issueonthetechnologysidenBeabletoquicklyenter/withdrawfromnewproduct/channelcombinations6©1999KPMGLLP,theU.S.memberfirmofKPMGInternationalSurveyObjectivesOurprimaryobjectivesaretoprovidecompanieswithaframeworkto:nDefinebusinessflexibilityanditsdimensionsnMeasurewhereyourcompanyisflexible,bothoverallandagainstspecificbusinessneedsnLinkflexibility(orthelackthereof)withtechnologyandprocessdrivers/enablersnIdentifystrategiesforinvestingintechnologyinitiativesthatcanimprovebusinessflexibilityintheareasofgreateststrategicimportancetoyourcompanyOurstudyprovidesamodeltohelpinsurancecompaniesunderstandtheirabilitytomeettheirchangingbusinessneeds7©1999KPMGLLP,theU.S.memberfirmofKPMGInternationalSurveyApproachandMethodologyTogatherdata,wedevelopedtwocustomsurveyswhichweresenttoallparticipants.WefollowedupwithinterviewstovalidateresponsesandensurecomparabilityofdataOurapproachwastoperformanalysistogenerateinsights,nottoproducestatisticallysignificantdataresultsTechnologyEnablersPhaseIISurvey:KeyCompetitiveCapabilitiesPhaseISurveyBusinessFlexibility8©1999KPMGLLP,theU.S.memberfirmofKPMGInternationalSurveyApproachandMethodologyToevaluateBusinessFlexibilityinPhaseI,weexaminedandscoredaparticipant’sabilitytouseitscurrenttechnologytohandlechangingbusinessrequirementsalongeachcomponentofthevaluechainValueChainComponentsProductFlexibilitySales&DistributionFlexibilityContractInitiationFlexibilityContractServicingFlexibilityClaimsProcessingFlexibilityAccounting&Fin.Mgmt.FlexibilityCustomerServiceFlexibility•MarketResearch•ActuarialAnalysis•FinancialAnalysis•ProductDevelopment•ProductCustomization•MarketingandSalesManagement•DistributionChannels•SalesReporting•Communications•ReceiptandReviewofApplication•Rating•Underwriting•Quoting•PolicyIssue•BillingandCollections•ProcessingEndorsements,Lapses,Renewals,CancellationsandReinstatements•ProcessingCommissions•BusinessPartnerServicingandReporting•ReceiptandInvestigationofClaims•CoverageVerification•FraudDetection•Payout•ClaimsCorrespondenceandReporting•SupportFullRangeofCustomerInquiriesforProducts,Applications,ClaimsandBilling•Accounting•FinancialReporting•Compliance•LegalandRegulatoryReporting•InvestmentManagement9©1999KPMGLLP,theU.S.memberfirmofKPMGInternationalSurveyApproachandMethodologyAfivepointscalewasusedtomeasuretheabilitytoachievebusinessflexibilityineachofthevaluechainareas:1=Impossibletoachievethisflexibilitygivenourtechnology2=Timeconsumingandexpensive,butnotimpossible3=Candothis,butsignificantmodificationsarerequired4=Candothiswithminorenhancementstoexistingarchitecture5=CandothiswithpresentcapabilitiesAweightedscorewasdevelopedtorankthevariouscapabilitiesineachvaluechaincomponentAweightedscorewasdevelopedtorankthevariouscapabilitiesineachvaluechaincomponent10©1999KPMGLLP,theU.S.memberfirmofKPMGInternationalSurveyApproachandMethodologynFlexibilitytodevelopnewproductsnFlexibilitytoaddnewfeaturestoexistingproductsnFlexibilitytocustomizeproductsforaspecificcustomerrequestnFlexibilitytosellproductsovertheInternetnFlexibilitytoprovidecustomerservicethroughdifferentchannelsnFlexibilitytoidentifyandanalyzecustomerprofitabilitynFlexibilitytosupportcross-sellingopportunitiesTopicsresultedfromourPhaseIsurveyresults,whichindicatedthatinsurancecompaniesarestrugglingmorewithachievingcustomermanagementflexibilitythanwithimprovingprocessingefficiencyWedesignedanadditionalsetofquestionstoprovidemorein-depthdataonthefollowingflexibilityareaswhichweredeemedofgreatestinterestbyparticipants:11©1999KPMGLLP,theU.S.memberfirmofKPMGInternationalSurveyApproachandMethodologynTypeofeffortsneededtoincreasebusinessflexibilitynTimingoftheseeffortsrelativetobusinessneedsnKeyinvestmentsnObstaclestoachievingbusinessflexibilityPhaseIIprovidedmoreinformationonthe:12©1999K