NOLAN EVENTS – 2007 IASA Annual Conference

The Nolan Company is honored to sponsor the IASA keynote presentation to be given by General Colin L. Powell, who served as the United States' 65th Secretary of State. General Powell served 35 years in the United States Army, rising to the rank of Four-Star General and serving as Chairman of the Joint Chiefs of Staff (1989 – 1993). During this time he oversaw 28 crises to include the Panama intervention of 1989 and Operation Desert Storm in the victorious 1991 Persian Gulf War. During his tenure as Secretary of State, the guiding principle of U.S. foreign policy was that "America stands ready to help any country that wishes to join the democratic world."

Activity Based Costing and Predictive Analysis
Panel Members: Richard Barrett, Business Objects
Dennis Sullivan, Robert E. Nolan Company

"Change" is a watchword for the insurance industry. Increasing customer churn, industry consolidation, and pressure on premiums is eroding profitability. In this session, industry experts will explain how activity-based costing and predictive analytics can benefit insurance companies. Learn how to leverage these powerful decision support tools to gain insight into performance by line of business, unit, and across your entire organization, and take strategic action to improve profitability.

Monday, June 4 - 3:30pm
Survey Says: Resolving The Process Improvement Disconnect (Session 277)
Moderator: Mark O’Brien – Obrien Communications
Panelists: Rod Travers (Executive Vice President, Robert E. Nolan Company)
Andrea Bozovic (Managing Director, Insurance Technology Group)
Gavin Hunter (President, BenchStrength International)

A survey of IASA members by IASA and the Robert E. Nolan Company identified Web-enablement and content management to be of primary importance. But while respondents sought efficiency and productivity from technology, some rated their IT performance as “fair” or “poor.” And few conducted process analysis and design. This session will bridge the gap, demonstrating that the right plan, the right design, and the right technology can yield process improvements, fully managed workloads, and positive results both operational and financial.

Monday, June 4 - 3:30pm
Voice over IP: Capturing the Business Value - Lessons Learned In Service Innovation
Presented by:
Terri Butler, Senior Consultant, Robert E. Nolan Company
Michelle Harika, Call Center Executive, Health Management Corporation
Jim Bright, Financial Services Industry Manager, CISCO Systems

Voice-over-IP is often discussed from a technology perspective, and often in hypothetical scenarios. Yet the business benefits are the bigger story, and the technology is in place today helping several innovative insurers improve the customer experience and achieve unprecedented operational flexibility. How have these innovators achieved success? Hear from a leading disability carrier that engaged in the design and rollout of a VoIP-enabled contact center environment. Using innovative process designs and technology, this carrier is rewriting the book on gaining access to skilled workers, achieving load balancing, resource and skill sharing, and “follow the sun staffing” while keeping the priority on the customer, not the technology. Session attendees will learn:

This is an open forum discussion among IT executives and the audience including several senior IT executives from different size insurance and health care companies. Visit www.iasa.org for more information about the 2007 IASA Annual Conference.