It is Menzis’ mission to strengthen the life force of each individual by assuring them of high-quality, affordable healthcare. Customer & Operations (C&O) carries out all the operational insurance processes, maintains contact with customers and, with its 600 employees, forms the largest cluster within Menzis.
As Menzies’ strategy at that time was no longer up to date, the K&O director who took office in 2020 wanted a new dot on the horizon to aim for: one that would also transcend the clusters.
Help us to develop a dot on the horizon for Menzis’ customer service that is clear, shared, and widely supported both within and outside K&O itself. This dot should be sufficiently innovative both over the short and long term, while also aligning with the organisation’s capacity for change.
The strategy development approach consisted of four steps: analysis, strategy formation, strategy translation and strategy execution.
"We work together as a real team, with co-creation. HofP provides the structure and the follow-up, and we provide the content. HofP also ensures we can reflect on what we’re doing: it’s easy to make that switch, and it enables us to produce high-quality results." - Marieke Fieten, Customer & Operations Director of Menzis