Company Overview

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Reverse Brainstorming

Bangalore3 April 2009 Internal

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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

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Reverse BrainstormingWe 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 claimThe Problem is

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BrainstormingThe Solutions we have received are :

1. We can Educate the customer for claim process2. Proper Communication to the insured3. Follow-up with the customerTotal 3 Solutions

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Reverse BrainstormingNow we asked the reverse questionWe are not going to settle the claim How ? Give inputsWe have received 13 inputsSee next slide . . . . .

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Reverse BrainstormingNow Treat these Inputs as problems and find the solutions for the sameWe are not going to settle the claim, How ?

Inputs1Without document No survey / No approval2Will not inform what documents required3No communication to insured or Repairers4Avoiding the customer5No Response6Fault Finding in scrutinizing the documents submitted7Process Delay8Criticizing the customer for his Driving9Negligence in handling the documents10Asking for Bribe11Wrong Advice for claim12Challenging the identity13Deny the claim

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Reverse Brainstorming

InputsSolutions1Without document no survey / No approvalWe are not practicing, Input Rejected2Will not inform what documents requiredOpt1 - 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 RepairersImmediate response / Proper Communication / System generated SMS for Documents required4Avoiding the customerGreet the customer / Personal Attention / Value Added Services / Happy customer Get-to-gather / Customer meet for NCB.5No ResponseWe are not practicing, Input Rejected

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Reverse Brainstorming

InputsSolutions6Fault Finding in scrutinizing the documents submittedMandatory scrutiny for important documents also see the various alternate options for processing the claim.7Process DelayWe are not practicing , Input Rejected8Criticizing the customer for his Drivingcommunicate the safety norms like Seat belts / No Mobile while driving / Drink & Drive / Vehicle Maintenance tips / no rash driving etc.9Negligence in handling the documentsProper handling of documents submitted. Store the same in secure place, if possible scan all documents submitted to settle a claim.10Asking for BribeWe are not practicing , Input Rejected11Wrong Advice for claimWe are not practicing , Input Rejected12Challenging the identityIf required, for high claim amount then only.13Deny the claimIf not justify all the above.

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Reverse BrainstormingDuring 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