Table of Contents
Executive Summary 2
Introduction 5
Company Background 7
Quality Intitiatives 9
Key Observation Points 11
Comparative Analysis 12
Concluding Remarks 13
Future Recommendations 15
Appendix 17
References 21

Executive Summary

Coventry’s roots can be traced back to November 21, 1986, the date the company’s predecessor company, Coventry Corporation, was incorporated. Coventry Health Care, Inc. became a public company in 1991, and is currently listed on the NYSE with ticker symbol "CVH".
Since the company’s inception, the building blocks of “The Coventry Model” have remained financial discipline and service excellence. The company’s senior management team has long understood those two objectives need not be mutually exclusive.
As an organization, our long-term success depends on the ability to translate our commitment to affordable and accessible health care into real change. We look to four principles to guide us as we strive to provide exceptional value for members, employers, and providers:
Easy and Simple Experience
Everyone at Coventry is uncompromising in their commitment to ensure that all our customers have an easy, simple, and productive experience – whether enrolling as a new member, refilling a prescription, or filing a claim.
Operational Excellence
We pay fanatical attention to operational excellence, continually refining the advanced platforms and processes that are essential to what we do: delivering a growing range of services in the most efficient, cost-effective way possible to an ever-larger number of people.
Financial Discipline
At every level, we guard our financial resources scrupulously, knowing that financial discipline provides the foundation upon which we can deliver products and services with great value.
Empowering Environment
Underlying the performance in each of