In the modern context of high competition the further integration of sophisticated claims processing systems is a crucial factor towards decreasing time spending and increasing customers’ satisfaction. While there are volumes of information written about successful implementations, these result from much more than technology. It is established that the proper assessment for work environment compatibility or business cultures is essential and is a major factor that is often overlooked in influencing the results of such project.
The concept of business culture fit refers to the match between the business organization’s culture and that of the larger society or community in which it operates.
Business culture fit could mean how suited a new system or process is to the organization’s culture. As for the successful implementation of claims processing systems, organizational culture must be taken into account to facilitate the new system’s integration. Culturally, this results in resistance from the employees, inefficiency, and most likely, failure of the system implementation in the organization.
Some of the measures that can be taken in regards to business culture fit may be described as follows;
Stakeholder Involvement: Involve the workers across different levels in the organization at the initial stages of the project. They can also give useful suggestions regarding the company’s culture and be useful in determining the compatibility of the new system with the employees’ ways of functioning.
Tailored Training Programs: Forward thinking training process should include courses that provide information not only about the functional aspects of the new claims processing system but also about the role of this system in the company’s organizational context. To avoid the formation of resistance, training should highlight how the system complements the overall picture of the organization of its values and practice.
Change Management: Severely adopt a change management plan that integrates the feature of the organizational culture. This involves communication of change to their advantage, responding to the emphatic concerns of the employees and supporting these changes continuously.
Cultural Assessment: He should perform a cultural audit that would reveal possible troublesome areas of their business culture and the new system. This assist in the determination of the appropriate method for implementing the change depending on the environment of the organization.
Leadership Support: In this case, leadership up to the corporate level has to be committed to the project and be involved in the process of cultural change as regards to the new system. This is because, their approval can either trigger acceptance and subsequent engagements among the employees or the opposite.
In this case, insurance companies need to be keen on the business culture fit as they consider the claims processing system so as to facilitate easy transition; get the support of the workers and harness the full benefits of the new system. Collectively, all these make the general claims processing to be efficient while at the same time enhancing customers’ satisfaction, thus enhancing the company’s future profitability and sustainability in the existing cutthroat market competition.
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