Blue Cross Blue Shield of Michigan's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Cultural Transformation & Sustainability to deliver a high performing Enterprise Excellence culture

Read this article about Blue Cross Blue Shield of Michigan, Finalist in the Best Achievement in Cultural Transformation & Sustainability to deliver a high-performing Enterprise Excellence culture, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

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Customer Experience Culture

Blue Cross Blue Shield of Michigan (BCBSM) is a nonprofit, mutual insurance provider and independent licensee of the Blue Cross and Blue Shield Association. Founded in 1939, and now in its 82nd year, BCBSM is the largest and most trusted provider of health insurance in Michigan and serves the company and government-sponsored group plans, individual plans, Medicare and Medicaid through traditional preferred provider arrangements, health maintenance organizations and health savings account plans.

As an established 80-year-old organization, BCBSM had built its culture on a traditional foundation of continuous improvement and high performance. However, the company had yet to fully recognize the increasing importance of the member experience as a crucial dimension of its overall corporate culture. BCBSM made member experience a critical element in its corporate strategy and initiated a transformation to make member experience a distinctive strategic advantage. In order to accomplish this, BCBSM leveraged its organizational culture to immerse the entire workforce with a comprehensive understanding of its members and the existing challenges. BCBSM initiated a transformation to inculcate member centricity in the entire workforce, while developing online tools to delight members preferring self-service.

The cultural transformation was delivered through two channels:

Extensive customer experience training for all employees to provide a deep understanding of members’ needs and pain points, and
Sharing relevant customer experience metrics on a regular basis so employees could see progress and build ownership for their responsibilities and contributions to creating positive experiences for members.

This success of this transformation is evident in numerous customer-facing awards that BCBSM has received, including two JD Power awards for highest member satisfaction among commercial health plans in Michigan. The strength of the culture program can be seen in the improvement in the Customer Focus category of BCBSM's annual employee alignment survey — this category increased from the 29^th percentile to the 80^th percentile.

Digital Transformation & Operational Excellence Industry Awards 2021

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About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

Speakers

Agenda

Highlight Video

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

Quick Links

Speakers

Agenda

BTOES Awards

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com