Read true life case studies about organizations solving problems with the Information Mapping method.
American Express Travel Related Services (TRS) operates customer service centers in the United States and several other countries. The centers receive over one million telephone calls annually. The average duration of a call is three to five minutes, and over one third of these calls require the customer service representative (CSR) to search for information to answer the customer’s questions.
Anthem Blue Cross Blue Shield
Anthem Blue Cross Blue Shield of New Hampshire, a provider of health insurance, wanted their customer service representatives to have easy access to commonly asked questions. They believed that by offering the information online and improving the organization of the information they would reduce amount of wait time per call and overall call duration, and deliver a consistent message.
Improving emergency preparedness and ensuring compliance with federal regulations: An Information Mapping® success story
The survival rate for organizations that experience large-scale industrial accidents or similar major incidents is very low: 80% of them close their doors within 18 months after the incident. Those that survive often find themselves facing legal action and significant fines. They may also be subject to paying the costs for government takeover of incident management.
Indiana Blood Center
Indianapolis-based Indiana Blood Center (IBC) is among the larger regional members of America’s Blood Centers, a group that is responsible for maintaining about 50% of our nation’s blood supply: the American Red Cross is responsible for the other 50%. Over 400 IBC employees are dedicated to supplying and testing blood products for a network of 48 hospitals.
Like all blood centers, IBC adheres to Standard Operating Procedures (SOPs) designed to ensure the integrity of the blood supply. IBC is subject to constant scrutiny by regulatory agencies, and audits of the SOPs are frequent.
Information Mapping helps a large federal agency improve operating efficiency by putting program operations handbooks online
A large federal agency housed its program operations policy information in a set of 14 large manuals known as “handbooks,” each of which supported a different program or business process administered by the agency. The content of these handbooks totaled several thousand pages. They were used by agency personnel at offices throughout the country as well as by employees of organizations doing business with the agency.
Marathon Oil’s Pipeline Operations Group wished to improve its processes and its compliance with DOT regulatory requirements.
Microsoft Software Licensing Group
Microsoft Corporation’s Software Licensing Group (MSLI) is responsible for managing all aspects of licensing of Microsoft software products in North America. The group is headquartered in Reno, NV
Pharmaceutical R&D Harmonization
One of the world’s largest pharmaceutical companies merged its decentralized pharmaceutical Research and Development (R&D) divisions in the United States, Japan and Europe into a single, centralized global organization. The objective was to increase operational efficiency and compete more effectively in the global market.
ResMed is a California-based developer and manufacturer of medical equipment used to diagnose and treat sleep-disordered breathing ailments. Products include nasal masks, flow generators, humidifiers, head harnesses and other devices. The organization holds more than 3,000 patents and employs over 3,000 people.