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