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
• Organizational and Operational Architecture
• 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

Process Principals and Design Techniques

• Insurance Process Design Principals and Best Practices
• 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
• 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
• Metrics that Highlight Business Performance Drivers
• Designing and Implementing Insurance Dashboards
• Creating High-Impact Measurement Presentations and Displays
• The Power and Potential Pitfalls of a Balanced Scorecard
• Shaping Behavior and Infusing Accountabilities through Metrics
• 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

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
• 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