reverse brainstorming

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Page 1: Reverse Brainstorming

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Reverse Brainstorming

Page 2: Reverse Brainstorming

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Brainstorming is a useful and popular tool that you can use to develop highly creative solutions to a problem.

Brainstorming is a lateral thinking process. It asks that people come up with ideas and thoughts that seem at first

to be a bit shocking or crazy.

You can then change and improve them into ideas that are useful, and often stunningly original.

Brainstorming

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But There is a method called reverse brainstorming and this is where you are solving problems with a combination of brainstorming and reversal techniques. 

You can extend the use of brainstorming by combining it this way.  You can draw out even more creative ideas with this combination.

Reversal is a good, easy process for improving products and services. You use it by asking the exact opposite of the question you want answered, and then apply the results appropriately.

Brainstorming

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Instead of asking,

"How do I solve or prevent this problem?"

ask,

"How could I possibly cause the problem?"

Instead of asking "how do I achieve these results?“

ask,"how could I possibly achieve the opposite effect?"

Reverse Brainstorming

Page 5: Reverse Brainstorming

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Reverse Brainstorming

We tried this with our Claims Team at Mumbai.

We ask the most common problem faced by Claims team to settle a Motor Claim.

Incomplete Document from customer to settle a claim

The Problem is

Page 6: Reverse Brainstorming

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Brainstorming

The Solutions we have received are :

1. We can Educate the customer for claim process

2. Proper Communication to the insured

3. Follow-up with the customer

Total 3 Solutions

Page 7: Reverse Brainstorming

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Reverse Brainstorming

Now we asked the reverse question

We are not going to settle the claim

How ? Give inputs

We have received 13 inputs

See next slide . . . . .

Page 8: Reverse Brainstorming

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Reverse Brainstorming

Now Treat these Inputs as problems and

find the solutions for the same

Inputs1 Without document No survey / No approval

2 Will not inform what documents required

3 No communication to insured or Repairers

4 Avoiding the customer

5 No Response

6 Fault Finding in scrutinizing the documents submitted

7  Process Delay

8 Criticizing the customer for his Driving 

9 Negligence in handling the documents

10 Asking for Bribe 

11 Wrong Advice for claim

12 Challenging the identity

13 Deny the claim

We are not going to settle the claim, How ?

Page 9: Reverse Brainstorming

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Reverse Brainstorming

  Inputs Solutions

1Without document no survey / No approval

We are not practicing, Input Rejected

2Will not inform what documents required

Opt1 - We can deliver claims process format, Procedure, required documents along with the policy.Opt2 - Download from Website / Collect the same from Bharti-Axa Offices pan India / collect the same from Garages.

3No communication to insured or Repairers

Immediate response / Proper Communication / System generated SMS for Documents required

4 Avoiding the customerGreet the customer / Personal Attention / Value Added Services / Happy customer Get-to-gather / Customer meet for NCB.

5 No ResponseWe are not practicing, Input Rejected

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Reverse Brainstorming

  Inputs Solutions

6Fault Finding in scrutinizing the documents submitted

Mandatory scrutiny for important documents also see the various alternate options for processing the claim.

7 Process Delay We are not practicing , Input Rejected

8 Criticizing the customer for his Driving communicate the safety norms like Seat belts / No Mobile while driving / Drink & Drive / Vehicle Maintenance tips / no rash driving etc.

9 Negligence in handling the documentsProper handling of documents submitted. Store the same in secure place, if possible scan all documents submitted to settle a claim.

10 Asking for Bribe  We are not practicing , Input Rejected

11 Wrong Advice for claim We are not practicing , Input Rejected

12 Challenging the identity If required, for high claim amount then only.

13 Deny the claim If not justify all the above.

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Reverse Brainstorming

During brainstorming sessions there should therefore be no criticism of ideas.

You are trying to open up possibilities and break down wrong assumptions about the limits of the problem.

Judgments and analysis at this stage will stunt idea generation.

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Thank you