Stability is gradual, not conservative and trite.
Innovation can ensure that enterprises will always have strong vitality.
Steady management-the survival foundation of financial enterprises
● Steady means taking quality as the core, pursuing the rapid development of enterprises and market share at the same time, emphasizing following the law and step by step;
● Steady operation is the only criterion for the successful foothold and sustainable development of international financial enterprises;
● Steady is synonymous with reputation, and the reputation of customers choosing life insurance companies is always the first.
Pioneering and Innovating —— the Source of the Development of Financial Enterprises
● Innovation enables enterprises to have vigorous vitality forever.
● Innovation requires strong desire for success and keen insight, as well as risk awareness and adventurous spirit;
● Innovation should be initiative, seeking truth from facts, dare to break through and pursue Excellence; Taikang Life Insurance is determined to make the following innovations:
Idea innovation: To keep the idea ahead, we must be international and have a market vision.
Mechanism innovation: according to market demand and technological changes, adjust enterprise organizational structure, management concept and management mode. The key is to break the old rules and improve the operational efficiency of enterprises. The purpose is to improve productivity and efficiency.
Product innovation: strengthening the company's core competitiveness will help the company form its own characteristics and realize product differentiation.
Service innovation: customer service is also productivity, which requires diversification of service channels, modernization of service means and standardization of service technology.
Innovation is taking the lead in imitation.
"Innovation is the first imitation" is an assertion put forward by Chen Dongsheng, chairman and CEO of Taikang Life Insurance. He pointed out the dialectical relationship between "innovation" and "imitation", that is, the process of learning and imitation breeds innovation, and only by being good at learning and imitating the best things in the world can we achieve leap-forward progress. Taikang life insurance emphasizes the need to have an open vision, an open mind and a realistic style. Innovation is the connotation of taking the lead in imitation;
A. Set the best imitation goal for the enterprise, and turn the late-comer advantage theory into a practical case;
B many domestic enterprises are keen to be unconventional and ignore the operation rules of ordinary enterprises; "Innovation is the first imitation" is an aversion and criticism of innovation for innovation's sake.
The object of imitation:
Looking for imitation and transcendence on a global scale, including excellent insurance companies at home and abroad, as well as excellent enterprises with international standards in other industries. Taikang Life Insurance should jump out of the old concept and imitate the best sample in the world, that is, "find the best gourd painting gourd ladle". In particular, we should learn from the development experience of foreign insurance industry. Because the insurance industry has a history of hundreds of years abroad, they have to pay a lot of tuition fees to sum up a set of management rules and guidelines. Therefore, first of all, we should learn with an open mind and innovate according to the characteristics of our own enterprises and local markets in the process of learning. Imitation comes first, innovation comes last. As long as domestic and foreign enterprises are advanced, or advanced at a certain point, they are all the objects we imitate. The imitation of Taikang Life Insurance is an all-round and multi-angle imitation. The core of imitation:
Imitate the organizational structure and internal operation management of excellent enterprises, especially the management of human resources.
Innovation first imitates "syllogism";
Sharp-eyed and good at discovery: emphasize the "accuracy" of imitation. On the basis of grasping the company's core development strategy, we can accurately "find" the imitation object in the complicated information from a global perspective, that is, find the "best gourd". Imitation should be targeted, not every day.
B seize the opportunity and take the lead in imitation: emphasize the "timeliness" of imitation. We should be quick and decisive, imitate at the earliest in the industry, and achieve the goal of being one step ahead of the industry.
C. Go beyond imitation and realize innovation: emphasize the "qualitative change" from imitation to innovation. From imitation to innovation is a process of learning, researching, digesting and combining local culture and corporate culture. This process is a very complicated system engineering. The highest state of imitation is "innovation", that is, the object of imitation is integrated into the development of the enterprise itself without leaving a trace and becomes something unique to the enterprise.
Innovation case
100% call back
Discovery-cross-industry enlightenment
It's a warm night in winter. In an office in the former site of Zhong Yi Building, several people were chatting after work. As usual, Chen Dongsheng, the chairman of the company who works next door, strolled in and joined the chat. Everyone inadvertently talked about air conditioning, an industry that has nothing to do with insurance, and talked about a well-known household appliance company in China. Yan Zhengyi, who is now the deputy general manager of the company's brand communication department, remembers the scene at that time. She said that she had just bought three air conditioners of a famous brand at home. I chose this brand because I heard that the service of the manufacturer is very good. Unexpectedly, the day after I bought the air conditioner, a phone call came from her house, which was a "customer return call" from the customer service center of the air conditioner factory. The customer service staff carefully inquired about the installation service of the installer and the operation of the air conditioner, and learned that because there was no trial operation of the air conditioner after installation in winter, the customer service staff persuaded her to let the air conditioner run for a short time to find the problem. Two days later, I called home again and asked about the operation of the air conditioner. The next day, the maintenance staff of the after-sales service center came to the door ... The after-sales service system of an enterprise solved all the problems of a customer in three days. After listening to Yan Zheng's experience, everyone lamented: I'm afraid there are not many enterprises in China that can do such meticulous service. The speaker has no intention, but the listener has intention. An idea flashed through Chen Dongsheng's mind-the insurance industry is an industry with highly asymmetric information and highly dependent on brands, so such a service concept and service action are needed. Taikang Life Insurance should take the lead in imitating and implement the system of 100% telephone call back to customers! Imitation-improving "for our own use"
With an idea, there will be resistance from all sides in the process of implementing "landing". At first, the implementation of the company was not good, because the old operation process and mode were broken, the workload increased, and no positive effect could be seen in the short term. In the face of ignorance and ineffective implementation at the grassroots level, Chen Dongsheng still patiently inspired and advocated, trying to turn the individual creativity of the "return visit system" into conscious action of the team and the collective. An opportunity presented itself.
Established in 2000, Chengdu Branch is the fifth branch of Taikang Life Insurance. Brand-new organization, brand-new market, brand-new customers. A blank sheet of paper is most suitable for "drawing the latest and most beautiful picture". Qiu Xichun, then general manager of Chengdu Branch, had an idea to fully implement "100% telephone return visit" in Chengdu market, cut into the local market with differentiated services and establish Taikang brand. In April of that year, Chengdu Branch made a telephone call back from the first policy after opening. Chengdu Branch must first require all insurance agents to sign a "service commitment letter", which includes telling the truth, not signing on behalf of customers, and not preventing customers from surrendering their insurance during the hesitation period. At the same time, 100% of the new contract will be returned to the customer to confirm whether the service provided by the insurance agent for the customer meets the promise. In the process of telephone call back, if the customer has questions about the terms of the policy or the insurance process, he can surrender unconditionally; If the agent is found to be misleading or signing on his behalf, the agent will be dismissed immediately. In less than a year, Taikang, which won the market with the characteristics of honest service, ranked third in Chengdu insurance market. On the basis of summing up the successful experience of Chengdu Branch, the Head Office immediately issued an order to promote 100% telephone call-back in all institutions of the whole system, and it has also achieved success after more than one year's efforts.
Promotion-becoming an industry rule
After 100% telephone call back to the new contract was promoted throughout the company, the Head Office spared no effort to continuously improve and refine this system.
Standardize the content and process of telephone call back, that is, "three confirmations, two verifications and one check". The three confirmations are: confirming whether the customer understands the insurance liability and exemption of the insurance purchased; Confirm whether the application form is signed by myself; If it is dividend insurance, it is also necessary to confirm that the predetermined dividend interest rate is the assumed interest rate. According to the provisions of the Insurance Law, an insurance company may not make a commitment to the dividend level. The two verifications are: check the telephone number and address on the application form with the customer, and keep the communication channel between the company and the customer unblocked. One check is: please check whether the transfer account number is correct and ensure that the customer pays the premium on time. For customers who can't call back for various reasons, communicate with customers through letters and other means. In August, 20001,members of the "Office of the National Leading Group for Reorganizing and Standardizing the Insurance Market Order" of China Insurance Regulatory Commission made a special trip to the company for investigation. They thought that a series of regulations and measures to ensure customer service quality formulated and implemented by them had been standardized, systematized and institutionalized, which made customer service a long-term strategic task of the company and well established its service image and brand. Since then, in an internal document of the China Insurance Regulatory Commission, the experience of Taikang Life Insurance 100% telephone return visit has been extended to domestic insurance companies, and finally a national regulatory regulation has been formed.