CASE STUDY Situation – Lean health insurance operations improvement through knowledge work standardization The new COO of administrative operations faced two directives. Improve customer experience. And deliver major health insurance operations cost reduction. Previous cost cutting efforts had succeeded briefly, but customer experience suffered. Headcount shrank but administrative errors did not. Customers flooded the phones with complaints. Most managers viewed healthcare payer operations cost reduction and service improvement as competing goals. Meanwhile, low-cost competitors were stealing customers. Early in her career, the COO worked as a manufacturing engineer. She saw the problem differently. She wanted to find ways to improve healthcare payer operations productivity, qui

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