Menzis has the mission to strengthen the vitality of every individual by ensuring high-quality and affordable healthcare. Customer and Operations (C&O) is responsible for all operational insurance processes and customer interactions, and is the largest cluster within Menzis with 600 employees. As the existing strategy was no longer current, the director of C&O, who took office in 2020, aimed to establish a new vision that transcends the cluster.
Marieke Fieten - Director Customer and Operations Menzis
"We work in a true collaboration with co-creation. Highberg provides structure and follow-up, we provide the content. Highberg ensures reflection, which is easy to navigate, resulting in high-quality outcomes."
Challenge
Assist us in developing a vision for Menzis' customer service that is clear, shared and broadly embraced both within and beyond C&O. This vision must be sufficiently innovative in the short and long term and align with the organization's capacity for change.
Approach
The strategy development approach consists of four steps: analysis, strategy formulation, strategy translation and strategy execution.
Analysis: Examining the organization in its context, both internally and externally
Strategy formulation: Making strategic choices on how the organization responds to its environment
Strategy translation: Translating strategic choices into concrete activities with measurable success
Strategy execution: Implementing and executing the strategy
Results
An agile Strategic Compass: a one-page overview translating the mission and vision into concrete initiatives
Customer service values jointly formulated and internalized
Measurable objectives for tracking progress
Personal change stories related to the strategy and engagement of employees from various clusters in the strategy
Ownership of various components outlined in the Strategic Compass
