Topics that comprise the CIOP Designation Class include:

Operational Modeling and Analysis

  • Designing Effective Organizations & Operations
  • Choosing the Proper Operational Elements
  • Operational Planning and Deployment
  • Operational Planning and design for Competitive Advantage
  • Nadler, Galbraith, and Mintzberg's Models
  • Designing Accountability into the Organizational Structure
  • The Process Focused Organizational design
  • Designing, Building and Delivering a Superior Customer Experience
  • How to Build True High Performing Teams
  • Organizational and Operational Architecture
  • Operational and Organizational Design Constructs
  • The Operation as An Open Complex System
  • Normative and Contingent Models
  • Designing the Customer Centric Operation
  • Strategy, Structure & Process Mix
  • Developing Operations: Diagnosis and Action
  • Creating an Operational Platform for Sustained Performance
  • Designing Costs Out of Insurance Operations
  • Lean Manufacturing and Insurance Service Delivery
  • Executing the High Performing Operational Plan

Process Principals and Design Techniques

  • Insurance Process Design Principals and Best Practices
  • Process Design Frameworks & Best Practices BPM
  • Increasing Quality and Consistency While Reducing Costs and Time
  • Current Process Assessment, Analysis and Calibration
  • Aligning Processes Around Customers and Desired Business Outcomes
  • Defining Process Governance, Process Ownership and Accountabilities
  • From Reengineering, Through Six Sigma, and Process Modeling
  • Process Enablers Versus Process Anchors
  • Process Decomposition, Synthesis, Experimentation and Innovation
  • The Promise and Limitations of Business Process management Suite (BPMS)
  • Work Analysis, Decomposition, and Waste Calibration
  • The Process & Enterprise maturity Model (PEMM)
  • Contemporary Insurance Business Process Design Techniques & Tools
  • Process Leakage Models and Solutions
  • Insurance Data Modeling and Use Case Scenario Analysis
  • The Insurance Process Design Framework

Advancing Operational Performance through Metrics

  • The New Metrics - Characteristics and Contrasts
  • Measurement Frameworks - Balanced Scorecards to Cascading Frameworks
  • Strategic and Operational Performance Deployment Through Metrics
  • Metrics that Highlight Business Performance Drivers
  • The Correct Way to Define and Drive Key Performance Indicators (KPI's)
  • The Net Promoter Score and Options to Measure the Customer Experience
  • Designing and Implementing Insurance Dashboards
  • Creating High-Impact Measurement Presentations and Displays
  • Data Structure Design for Powerful Analytics
  • Predictive Analytics: Definitions, Approach, and Illustrations.
  • The Power and Potential Pitfalls of a Balanced Scorecard
  • Shaping Behavior and Infusing Accountabilities Through Metrics
  • Statistical Process Control (SPC) and the Critical Impact of Variance
  • Business Intelligence and Analytics - Gaining Analytical Maturity
  • Fact-based Decision Making and Root Cause Drill-Down's
  • New Ways of Measuring and Predicting Customer Satisfaction
  • Future Trends in Metrics: Creating Rule Based Measurements For Insurance Operations
  • Making Better Decisions; The Decision Effectiveness Equation
  • How To Engineer Making the Right Decision Consistently

Technology Enabled High Performing Operations

  • Integrating Technology, Process and People - Best Practices
  • Emerging Technologies that Will Shape Future Insurance Operations
  • The Insurance Service Factory: Concepts and Technologies
  • The Strategic Approach to Outsourcing - Leveraging Global Capabilities
  • Turbo-charging Service Delivery Channels - Service Center Best Practices
  • Developments in Project and Program Management
  • Insurance Technology Delivery Framework Templates and Project Accelerators
  • Linking Technology and Operational Innovations in Gaining Breakthrough Performance

Leveraging Human Capital for Sustainable Operational Excellence

  • Expanding the Knowledge, Expertise, and Dedication of the Workforce
  • Socio-Technical Systems - Aligning People and Work Systems
  • Building Improved Accountability - Managing the Five Levels of Accountability
  • Building High Performing Teams - From Group Dynamics to Self Directing
  • Organizational Culture, Leadership, Values and Beliefs
  • Acquiring, Developing, Retaining, and Positioning Talent
  • Emotional Intelligence Concepts and Applications Within Insurance Operations
  • High Performing Job Design Strategies, Human Capital Indexing, and Reward Systems
  • Problem Solving and Decision Making - Methods, Techniques and Style

Managing Change - Planning and Mobilizing For Improved Insurance Operations

  • The Ability to Change as a Competitive Advantage
  • Integrated Models and Techniques for Operational Innovation and Change
  • The Kublor Ross, Kurt Lewin, John Kotter, and ADKAR Change Management Models
  • Appreciative Inquiry - Discovering and Leveraging Pockets of Organizational Excellence
  • Creating a Tipping Point to Advance Operational Change
  • Understanding and Overcoming Resistance
  • Defining and Executing an Effective Change Program
  • Assessing Change Readiness - Setting the Conditions for Successful Change
  • Creating a Tipping Point - Connectors, Mavens and Salesmen
  • Institutionalizing Change and Harvesting Operational Benefits

Value Proposition Engineering

  • Characteristics of an Effective Value Proposition
  • The Linkage Between Value Proposition and Operations
  • The Value Creating Equation
  • The Value Pyramid and Operational Service Delivery and Fulfillment
  • Designing, Building, Communicating & Delivering a Powerful Value Proposition
  • Insurance Company Value Proposition Design and delivery Frameworks
Copyright © 2010 CIOP - Chartered Insurance Operations Professional Designation Class