15. 1. There is no answer… you have to find it.
2. Solutions are very technical.
3. Sometimes you won’t like your options.
4. Requires mental flexibility.
5. Processes require discipline.
Problem Solving Isn’t Easy!
17. 1. Stay Calm
2. Identify the Problem
3. Understand the Problem
4. Define Your Goal
5. Develop Solutions
6. Measure Results
Problem Solving Blueprint
18. Stay Calm
Identify the Problem
Understand the Problem
Define Your Goal
Develop Solutions
Measure Results
Step 1
Stay Calm
41. • Premium Written
• Premium Earned
• Losses Incurred
• Losses Paid
• Premium Growth
• Application Volume
• Expense Ratio
• Processing Time Per Policy
• Underwriter Productivity
• Customer Satisfaction
• Time to Closed Claim
• Time to Complete Quote
• Time to Adopt Initiatives
• Data Correlations
Traditional Innovative
66. 1. Honest: Say what you mean.
2. Thoughtful: Choose your words wisely.
3. Clear: Use common vocabulary and concepts.
4. Focused: Stay on message and on task.
5. Non-Violent: NVC is a great technique.
Characteristics
Of Effective Communication
88. Goal Statement
Values: Ease of doing business and Financial Stability. We want to be highly
accessible to insureds while minimizing our overhead.
Benefit: Insureds make payments online for convenience which consequently
reduces Non-Pay Cancellations for us.
Damage: Some valid credit cards have been rejected in the public gateway
preventing insureds from making online payments. This frustrates insureds and
increases our Non-Pay cancellations.
Goal: Insureds should able to pay with any valid credit card. If online payment fails,
they should be redirected to make a payment through a CSR and reassured that
online payments will be restored quickly.
89. Stay Calm
Identify the Problem
Understand the Problem
Define Your Goal
Develop Solutions
Measure Results
Step 5
Develop Solutions
91. 1. Fear: Don’t want to feel weak or vulnerable.
2. Urgency: Deal with the problem later.
3. Overwhelmed: Problem seems too large.
4. Insecurity: Worried about failure or image.
5. Politics: Dislike or disagreement.
Engagement Can Be Tough
92. 1. Just Do It: First step is the hardest.
2. Chunk: Break large projects into small pieces.
3. Proof Of Concept: Learn a little to know a lot.
4. Dates: Give yourself deadlines.
5. Flexibility: Fail early, fail often.
Best Advice