Mini Cases

NWM:

I believe the software system that best supports the company’s strategy is the “knowledge base and network” management system. The organizations mission is to “Help Clients Achieve Financial Security over a Lifetime.” The description they give for the path of getting there is as follows: “They want to leverage the traditional strengths of customer relationships, expert advice and strong product value to become the premier company helping clients achieve lifelong financial security. They will add specialists that will enable the traditional life insurance sales force to draw upon product and investment experts as needed to address clients increasing complex financial security needs. The knowledge base and networking system will “enable agents to examine the knowledge base for simple issues and bring in (virtually) financial product experts as needed when advising clients.” This system fits perfectly into the balanced scorecard. Under financial, the company wants to manage operating expenses. By only utilizing financial product experts when they are needed, this will allow the company to control costs for their services. Within the customer section of the scorecard, they want to provide expert guidance and needs-based planning. With the knowledge and networking system, they can tailor their approach to each customer individually to provide the best customer service. Under Process, they want to enhance representative productivity. Again, the knowledge and networking system will allow representatives to maximize their resources before bringing in outside financial experts. Lastly, under the Learning and Growth scorecard, the company wants to enhance employee capabilities. The process system I am recommending gives the representatives the freedom and capability to access other financial experts based off the needs and demands of the customers.