When Physicians Mutual Insurance made the decision to transform its business model to become a more customer-focused insurance carrier, it set off what likely will be a six-year journey to completion. More than 30 years of doing business a certain way made change a challenge, according to Dan Simpson, senior vice president and CIO for Physicians Mutual, an individual health, individual life, long-term care, and annuities carrier.
"Our legacy systems were built, designed, and implemented from a different business model," says Simpson. "Doing things one way for so long makes it hard to change to another approach."
Physicians Mutual took its core business processes and documented what Simpson calls the "as-is state" and then, through a lengthy process of business process design, created the "to-be state." It took 18 months to develop the new business processes, which defined where the carrier wanted to go and what it wanted to accomplish.
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