Achieving breakthrough performance in an integrated delivery system.
The challenges facing Blue Cross and Blue Shield of Massachusetts were considerable. Its products were largely indemnity-oriented. Its cost structure was high compared to the newer managed care industry. Its service culture was more internally directed than the competition. Its financing and payment systems were not well integrated into the delivery system. The ultimate challenge in the face of an increasingly competitive environment was to reengineer the company.
Blue Cross and Blue Shield of Massachusetts, USA.
M
M
Kelliher
D001071:Appointments and Schedules; D054598:Blue Cross Blue Shield Insurance Plans / Q000458:organization & administration* / Q000706:statistics & numerical data; D017046:Cost Savings / Q000379:methods; D003625:Data Collection; D007344:Insurance Claim Reporting / Q000592:standards; D008332:Management Quality Circles; D008404:Massachusetts; D017146:Models, Organizational; D009936:Organizational Innovation; D009937:Organizational Objectives; D017060:Patient Satisfaction; D013597:Systems Analysis