The other day, I was speaking with Senior Information Technology & Operations Executive, Mike Donahue, about the hugely diverse technology solutions for processing client claims across its business units in the U.S. and overseas. The results for one multi-national client were inconsistent and the insurer’s processing costs were exploding at a financially unsustainable rate. Previous attempts were made as solutions had failed. As Mike said, “global transformations such as this carry a significant level of risk and fail more than 80% of the time.” Since I was aware that Mike was a large-scale global program management, innovation, relationship building, and negotiation expert, I asked him what he did to turn this situation around.
“It was no small task. Add to this the lack of transformational or global experience in the team, limited global capability, both internally and externally in the chosen technology, and the resistance from countries in which the 
company operated, and this transformation met with stiff resistance and was projected to fail, like all the others.”
Mike also noted, “Successfully delivering such a large, complex and high risk program required a new and unique delivery model. I built a franchise model which laid out responsibilities for all teams involved. It covered approach, timelines, deliverables and templates, issue management and resolution. This plan allowed less experienced resources, both on the team and in the countries, to function at much higher rate than otherwise would have been possible. Additionally, I decided to deliver the solution in a software-as-a-service (SaaS) model. This required me to reorganize and transform the delivery teams from delivering custom solutions into package delivery. One team built the internal software package, which led to higher quality software, and other teams implemented that package for the countries which allowed for quicker deployments.”
As our readers know, bottom line counts. Michael finished by saying, “This solution was implemented across eight lines of business in 22 countries and increased annual savings by $600 million. It also allowed the multi-national clients to receive more consistent and equally strong results across all of their geographies.
Watch full video interview here
Mike is happy to share his ideas with others, and he may be reached via the following platforms:
LinkedIn, CareerWebFolio, or email mwdonahue@icloud.com
Fred Coon, CEO
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