He said, She Said” – An excellent Dating game perhaps but not a strategy for Policy Admin Replacement

Yes I realize it may actually not be the best dating game concept; while it does provide some hilarious moments the last thing we need is a repeat of some 70’s concept that shows us how some couples know so little about each other. However, all too often it seems that the “relationship” between Carrier and Vendor can fall quickly into this mold.

More than any other question, I am asked:

“Why have so many of these complex projects have failed, and what are the main reasons to plan against?”

Most people have the industry standard answers but let’s cut through that and get to the nub of it – relationship.

Now do not get me wrong, fabulous planning and clear well defined requirements are a must but without a doubt, in a multi-year project it is the relationship that buys us more value.

So, what does that make me right about now? I guess I could be the “Hitch” of the Insurance world; just here to try and assist in the art of keeping a relationship healthy – okay so we may not see wedding bells but we will see success stories abound with future reference clients and projects coming in on time.

Let’s talk frankly about what I mean; it is about expectations and reactions to the bumps in the road that inevitably WILL occur. There is no way to avoid them and anyone saying they have a proven turn-key solution should be shown the door. For some reason most vendors refuse to discuss the reality of the situation – my take, let’s set out with the knowledge we will hit issues and work out how we will manage them, not just via a Change Control process or clear management but through good communication channels and openness.

Communication is so critical and both Carrier and Vendor are guilty of “hiding” the truths – for example, Vendors behind on delivery seem to wait until the last second when there is no mitigation approach to raise the hand to the issue. Why would anyone think that is the right approach? It is because over the years we have all shot the messenger. The reaction to such a delay or issue should be one of resolution and joint effort, asking the question “Can we find a way to not increase costs and timeline? Is there a creative solution?” Putting the shoe on the other foot we so often see Carriers resources get pulled in several directions, with current production issues or indeed new product development that trumps the project but more often than not, the resource constraints are not adequately communicated to the vendor. This can cause the vendor to hit hold ups and delivery constraints which circle back around to the first point until there is the cataclysmic “He said, She Said” blame game.

Every issue has a resolution, and if raised early we can normally find a creative method of shifting work phases, re-prioritizing deliverable or targeting additional resource allocation in the short-term – whatever it may be there are ways to solve most of the hurdles we will face if we do not stand there throwing the wedding china around.

Just like any relationship it is all about give and take; everyone has to be willing to bend and “eat a little” – when an issue arises, do not shoot the messenger, work together and find the best way to resolve it. No one and I mean no one wins the war, if you try to “win” the battle.

So next time you hit that point, instead of wondering how to bury it or how to find an “out”, think what “hitch” would advise you to do……and communicate.

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