Introduction to Balanced Growth Consulting Statement of Qualifications

Transcription

1 Introduction to Balanced Growth Consulting Statement of Qualifications 1

2 Introduction Consulting Services Our Experience The Team 2

3 A Premier Consulting Firm Jason M. Bordui President and Chief Client Strategist Founded in 2005 by Jason Bordui, Balanced Growth is a premier innovation consulting firm serving the insurance, financial services, and healthcare industries. Jason has served as a business advisor, partner, and leader for his clients for over 25 years. To create enduring value for our clients we help solve highly complex business problems, navigate large-scale change initiatives, commercialize ideas, and improve customer engagement and experience. Using a proven approach we call the BG360 Method, we work collaboratively with our clients to design best-in-class solutions to achieve breakthrough performance results. We focus on four interrelated business disciplines: Innovation, Operations and Technology, Digital Customer Experience and ecommerce, and Transformation. Our team of experts has over 50 years of consulting experience. We are committed to helping our clients achieve their business objectives and strive to earn their trust with each engagement we undertake. 3

4 Our Mission Our mission is to create enduring value for our clients and their customers through strategic and operational innovation 4

5 Our Focus Our Success is Ultimately Measured by the Success of Our Clients We focus on creating value for our clients. 5

6 Introduction Consulting Services Our Experience The Team 6

7 Our Approach To create enduring value for our clients we use a holistic approach involving process, technology, organization, and data to solve highly complex business problems, navigate large-scale change initiatives, commercialize ideas, and improve customer engagement and experience. A Holistic Approach Improve operational processes to enhance customer experience and increase efficiencies Process Data Generate, access, and use data for better decision making Select and leverage technologies to support critical business needs Technology Organization Develop and align functional teams for exceptional performance 7

8 Our Methodology Each engagement starts with our client s strategy. Once there is clarity around the strategy we follow a rigorous three-stage implementation approach - design, develop, deploy - to deliver the desired results. Following deployment, or a major launch event, we provide ongoing management to ensure enduring value is achieved. We call this the BG360 Method. Strategy The BG360 Method We invest heavily on the front end of an engagement (the discovery phase) to understand and clarify our client s strategic priorities and business objectives. Management Following a go-live or launch event, we provide follow-on support to unlock the full business potential of our client s improvement initiative. Implementation In this phase, we work collaboratively with our clients to design possible solutions, develop and test the most-likely-tosucceed solutions, and help deploy the solutions that generate the expected results. 8

9 Primary Service Offerings Our custom consulting services are focused in four domains: Innovation, Operations and Technology, Digital Customer Experience and ecommerce, and Transformation. Implementation activities across each of these domains are inextricably linked to our client s overarching strategy. Unlocking creativity to commercialize ideas, improve efficiency, and meet emerging customer needs Innovation Operations & Technology Improving processes and leveraging technologies to drive operational excellence Strategy and Implementation Digital Transformation Enhancing customer engagement, retention and recruitment in the digital age Enabling the pursuit of a desired future state to enhance market position and competitive advantage 9

10 Customized Consulting Services Service Domain Innovation Operations and Technology Customized Consulting Services Innovation Strategy and Implementation Executive Ideation and Framework Creation Business Opportunity Assessment New Venture Business Plan Operations and Technology Strategy and Implementation Business Process Design and Architecture Organizational Design and Development Vendor Selection and Management Digital Customer Experience and ecommerce Transformation Digital Strategy and Implementation Customer Experience Design (CX/UX) Customer Relationship Management (CRM) Enterprise Architecture Enterprise Program Management 10

11 Innovation Services Executive Ideation and Framework Creation Business Opportunity Assessment New Venture Business Plan Conduct greenfield ideation sessions with our client s functional leaders to unlock creativity and generate high impact ideas. Conduct preliminary research and evaluation of new ideas. Provide expert facilitation and organizational planning related to the potential integration of new ideas. Design and rigorously evaluate new business-building product and service concepts following a proven stage gate process. Our assessments include: Comprehensive market research focused on customer need Competitive analysis Bench marking and best-practice comparisons In-depth business modeling and financial analysis Develop comprehensive business plans that articulate viable business, operational, and technology tactics to bring new products and services to life while managing risk. Engage multiple stakeholders (internal and external) to vet potential opportunities thus eliciting their input and support. 11

12 Operations and Technology Services Operations and Technology Strategy Business Process Design and Architecture Organizational Design and Development Vendor Selection and Management Help clients develop their operations and technology strategy to: Improve business operations Optimize and leverage the strategic use of technology Enhance customer-facing processes Work collaboratively with our clients to maximize organizational agility, productivity, and scalability. Carefully evaluate existing processes and systems to unlock improvement opportunities that: enhance speed, lower cost, maximize efficiency, ensure quality. Develop documentation, measurement, training, communications, and launch management approaches to ensure successful implementation. Lead strategic conversations with our clients to design high performance organizational models that are aligned with key business objectives. Working with functional leaders we help optimize cross-functional organizational performance, stakeholder engagement, and enterprise communications. Select best-in-class vendors who have the experience, skills, and passion to assist in delivering value to our clients. Help manage these vendors to ensure their commitments are fulfilled and our clients expectations are met. 12

13 Digital Customer Experience and ecommerce Services Digital Strategy Customer Experience Design (UX/CX) Customer Relationship Management (CRM) Lead the development of a fully integrated digital strategy with advanced analytical capability to: Reach relevant customers profitably Leverage digital assets across the full multichannel customer experience Enhance global branding efforts (organization and product/service) Improve customer engagement and retention Differentiate product and service offerings Reduce cost and complexity Improve the digital capability of our client s workforce Improve operational processes across all customer touchpoints to enhance customer and user experience. Design and develop digital solutions that improve efficiency, leverage data for better decision making, and reduce cost. Lead and guide customer interactions and data throughout the customer life cycle. Help select and deploy a fully integrated CRM system to improve customer engagement and retention while driving sales with new customers. Enable our clients to achieve a single view of the customer by seamlessly accessing many data sets. 13

14 Transformation Services Enterprise Architecture Initiate, coordinate, and lead large-scale, complex, and crossfunctional transformation initiatives. Work collaboratively with our clients to design and tailor enterprise architecture, applications, and infrastructure requirements. Identify barriers and help articulate solutions and benefits to gain stakeholder buy-in. Enterprise Program Management Focus on our client s engagement strategies and execution efforts to ensure the desired transformation takes hold in their organization. These include: Strategy development and prioritization Resource development and allocation Funding and budget management Project prioritization and management Issues and risk management Vendor selection and management Communications strategy Functional deployment Reporting 14

15 Introduction Consulting Services Our Experience The Team 15

16 Industry Focus We focus our consulting services in three major industries. Insurance Financial Services Healthcare Life and Annuity Property and Casualty Health Insurtech Asset Management Fraternal Fintech Payers Providers Associations 16

17 Representative Clients Representative clients served by the leaders of Balanced Growth: Insurance & Financial Services Healthcare & Other Sectors 17

18 Voice of Our Client An independent research effort funded by Balanced Growth generated important feedback from previous and current clients. The word cloud below, sorted by frequency of client comments, captured the essence of what clients say about our firm. 18

19 Functional Expertise The Balanced Growth Team is unique in our ability to work across both functional and enterprise level areas to achieve integrated solutions throughout the organization. 19

20 Functional Expertise As a specialty consulting firm, Balanced Growth has developed a great deal of expertise by focusing on selected industries and limiting our consulting services to what we can do exceptionally well. We have developed technical and functional expertise in many areas as seen below. Sales and Distribution Management Operations Customer and Member Services Information Technology Enterprise Services Enterprise Strategy and Architecture Enterprise Program Management Office Corporate Functions Human Resources Organizational Development Finance Insurance and Financial Services Agency Management Underwriting Claims Actuarial Fraternal Investment Services Digital Publishing, Marketing and Education Digital Content Management and Publications Digital Marketing Education 20

21 Sample of Client Experience by Sector The chart below is a sample of engagements we have completed and the services provided. Insurance and Financial Services Sectors Client Engagement Services Provided Created an operations & technology strategy that will save the company millions while creating a new digital, channel to generate new revenue. Led business architecture and business process design in support of a transformational initiative. Developed and implemented an enterprise-wide operations and technology strategy. Redesigned service portfolio incorporating strategic, operational, and technology details. 21

22 Sample of Client Experience by Sector HealthCare, Associations, Non-profit Sectors Client Engagement Services Provided Developed strategic commercialization models for the electronic payment of health plan benefits. Developed and launched an awardwinning consumer web site and comprehensive digital strategy. Designed relationship management strategy to generate additional revenues from corporate sponsors. Devised a strategy and set of recommendations to improve recruitment of participants to a critical research project. 22

23 The Balanced Growth Difference Our clients choose Balanced Growth over other consulting firms for the following reasons: Highly collaborative style and high-touch interaction Ability to deliver the results our clients expect Our experience Ability to manage complexity and direction changes Ability to work seamlessly across multiple functions Ability to manage many diverse projects Availability and on-site presence Flexibility and responsiveness The value we provide 23

24 Introduction Consulting Services Our Experience The Team 24

25 Leadership Team Jason M. Bordui President and Chief Client Strategist Founded Balanced Growth Consulting in Previously, Managing Director and Senor Vice President, Keane Consulting Group (now NTT Data). Award-winning service with 25 years in Management Consulting. His expertise includes Service & Digital Innovation, New Venture Strategy, Operations Strategy, Business Process Design, Organizational Development, and Strategic Program Leadership. Notable clients have included: Allianz Life, American Academy of Pediatrics, American Academy of Periodontology, American Dental Association, American Enterprise Group, Amerigroup, Aon Corporation, Baker Hughes, Choice Point Direct, Chubb Insurance, CNA Financial, Great American Insurance, Kemper, Information Resources, Modern Woodmen of America, National Institutes of Health, Phonak USA, Prudential Financial, Security Benefit Corporation, se 2, State Street Corporation, and others. B.S. in Finance & Marketing from Indiana University with Honors; International Studies at University of Cambridge. 25

26 Leadership Team John M. Forbes Joined Balanced Growth in Executive leadership experience in Fortune 50, start-up, and global non-profit organizations. Expertise includes business development, strategy development and execution, organizational design and alignment, revenue generation, governance, leadership development. MBA Loyola University, Chicago, IL; BA Miami University, Oxford, OH. Amy B. Murrin Effective leader with consulting and management experience in various industries and across diverse environments. Expertise in contact center operations, customer service, training, business process design, implementation leadership, organizational development and operations strategy. Previous Contact Center Director at FTD.COM. B.S. Business Administration & Marketing, University of Illinois, Champaign-Urbana, IL. 26

27 Leadership Team Jody Steger Over 15 years of service in business-side leadership as well as consultation to numerous corporate clients. Works with clients to align operations with strategic objectives and customer priorities. Facilitates corporate program implementation with a focus on efficient project management and alignment across business areas. Expertise includes business process design, business strategy, IT development, product and services development, and marketing. MBA University of Michigan, Ann Arbor, MI; B.S. Michigan State University, East Lansing, MI. Vicki M. Sutter Part of the Balanced Growth team since More than 20 years of service both as an internal and external consultant to numerous not-for-profit, professional association, government, and corporate clients. Expertise includes business process design, organization design, organizational development, business process outsourcing, ecommerce, merger and acquisition integration, and operations strategy and execution. M.S. Loyola University, Chicago, IL; B.A. Northwestern University, Evanston, IL. 27

28 Value Creation from Balanced Growth Services Methodology Approach Operations & Technology Innovation Process Data Strategy and Implementation Technology Organization Clients Digital Transformation Client Comments 28

29 Elevate Your Business 29

30 Contact Us Balanced Growth Consulting One Magnificent Mile 980 North Michigan Avenue Suite 1400 Chicago, IL BalancedGrowth.com Find us on: Jason Bordui, President & Chief Client Strategist Mobile: Office Phone: Fax: Toll Free: