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Zurich Financial Services
By Kathy Neeson,
Implementation Specialist, Zurich Programs
Issues For Zurich: Broad Picture
Zurich Financial Services is an insurance-based financial services provider with a global network that focuses its activities on its key markets in North America and Europe. Zurich Group Home Office located in Zurich, Switzerland searched for a solution to help strengthen and enhance the value of documentation produced throughout the company. After reviewing several alternatives, several business units began using the Information Mapping method in 1994.
In 1997 the IT Steering Committee decided to implement Information Mapping as a recommended standard worldwide. Zurich trainers were certified to conduct the Developing Procedures, Policies, and Documentation™ (DPPD) course and began conducting classes in Europe and eventually the United States.
Universal Underwriters Group (UUG) located in Kansas City was one of the first locations in the US to embrace the Information Mapping method. Diana Waser, the trainer from Switzerland, conducted back-to-back classes quarterly at UUG in an effort to deliver the DPPD course to all IT and other interested employees.
In 2000, Kathy Neesen, from the Zurich office in Omaha became the first certified US instructor for Zurich. Due to the number of courses being requested Michelle Cereghino and soon Lisa Bartha will been certified instructors. To date, more than 500 employees within Zurich's North American operations and over 700 within Zurich's business divisions worldwide have attended the Information Mapping seminars.
Issues For Zurich: Specifics
The IT departments at UUG and Zurich in Omaha initially embraced the Information Mapping method, thus creating a set of documentation deliverables using templates based on the Information Mapping method. The Omaha office has a multifunctional IT team so everyone (analysts as well as developers) can be involved in writing requirements, design, testing and implementation documentation. IT is now able to deliver consistently formatted, well-written, clear and concise documentation to their customers.
Another group that took interest in the Information Mapping method was the Organizational Development (OD) group. This group works out of all Zurich offices and has embraced the Information Mapping method for use in creating training materials and other OD documentation. The OD Consultants suggested Information Mapping to their Business Units as a solution to their documentation needs.
Employees from all departments, including IT, Marketing, Communications, Underwriting and Claims, now use Information Mapping. In fact, several departments have commissioned customized classes for their employees so that they could deliver uniform policies and procedures within their departments.
Total Solution
Zurich Switzerland worked with the Information Mapping office in Europe and began instructing a two-day version of the Developing Procedures, Policies & Documentation™ course. In 2002 Zurich began offering the Mapping Business Communications™ (MBCO) course for all classes taught in the US. The MBCO class encompasses a broader scope of employees making the course valuable for anyone in the company that writes business related documentation. The class is applicable for administrative staff through vice presidents. If an employee writes any type of document that is seen by other staff, MBCO will benefit them in their jobs.
Information Mapping Successes
The Information Mapping technique has brought a methodology that can be used by all employees, regardless of their position within the company. Once an employee learns the Information Mapping method and sees the difference in responses they receive from their audience, there is no turning back. Information Mapping becomes a way of thinking and allows the writer to focus on the purpose and audience to develop a document that meets the intended purpose and needs of the reader.
An example of the success Information Mapping has brought to the business can be exemplified by one group at Zurich in Omaha. The MBCO class was customized and provided the basis for moving all their procedure manuals to an on-line version. This group has now created an on-line procedure manual with over 250 procedures. Each document is accessed through a Table of Contents page located on the desktop. Hyperlinks within the documents allow a user to navigate through a series of procedures without having to return to the Table of Contents page. This allows the business unit to maintain one set of documentation. Money saved in printing costs as well as in procedures being followed consistently and correctly has saved the department considerable time and money over the last three years.
Zurich's Future Needs
Zurich is experiencing change and consolidation within the organization. As services merge together it will be important to continue implementing the Information Mapping method so that documentation delivered throughout the company is presented in a consistent manner.
Instructor Experiences
I have been an instructor utilizing Information Mapping for four years now and have been very impressed by the customer service provided by all the Information Mapping employees. I have had the privilege of working with several of the full-time instructors who have openly shared their wealth of knowledge and experience to help create an effective course for Zurich.
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