Evaluation of a continuous improvement initiative for the western region of Blue Cross and Blue Shield United of Wisconsin
File(s)
Date
1999Author
Conroy, Dorothy M.
Publisher
University of Wisconsin--Stout
Advisor(s)
Benkowski, Joseph
Metadata
Show full item recordAbstract
The Western Region of Blue Cross and Blue Shield United of Wisconsin implemented the principles of continuous improvement to improve processes two years ago. The continuous improvement initiative would change the office culture and how work processes were developed. This study conducted research to evaluate the impact of the continuous improvement initiative at the Western Region of Blue Cross and Blue Shield United of Wisconsin for the past two years. The purpose of the study was to determine if the continuous improvement initiative was having a positive impact on the organization to meet desired outcomes. The significance of the study was to determine if the continuous improvement initiative was making a change in the office culture and the way work was accomplished. A survey instrument was used to collect the data. Surveys were given to employees working in the Western Region of Blue Cross and Blue Shield United of Wisconsin. All participants had completed the introduction to continuous improvement training. Survey statements focused on gathering data about customer importance, project team effectiveness, system/process thinking, data based decision making, unintended variation, employee involvement in continuous improvement, and implementation of continuous improvement. Survey return rate was eighty-five percent. Data collected was recorded and analyzed by utilizing the program MiniTab. The mean and standard deviation was calculated for each statement. Surveys were then sorted by department and by length of time with Blue Cross and Blue Shield United of Wisconsin. The mean and standard deviation was calculated for each department and length of time category. Survey statements with a standard deviation of greater than 1.1 in the length of time categories were compared to the departments. Departments were identified within categories of length of time with a standard deviation greater than 1.1 for a specific statement. Overall, fifteen survey statements out of the twenty-four statements had a standard deviation of less than 1.1. The data indicated that there was agreement on over half of the survey statements. Customer Service, Claims, Sales, and Other were departments with specific statements having a standard deviation of greater than 1.1. The rational for the standard deviation being greater than 1.1 in length of time categories was because of the recent system conversion glitches and the interpretation of the statements as it applied to a specific job. Two of the same statements had a standard deviation for both categories of two to five years and six to ten years of time with Blue Cross and Blue Shield United of Wisconsin. Both categories were in disagreement about project teams communicating information about new work flows and employees quickly adapting to change. The continuous improvement initiative has had a positive impact on the Western Region of Blue Cross and Blue Shield United of Wisconsin. It has changed the way employees think and go about doing the work. Employees are involved in the continuous improvement process and have made contributions to improving processes. Further development is needed in creating the environment that encourages employees to be leaders and to take risks to improve processes.
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http://digital.library.wisc.edu/1793/39201Description
Plan B