Creating an Information-Centric Organisation Culture at SBI General Insurance

Abstract

For an insurance business, data is its lifeblood. It drives most, if not all, significant decisions including product design, pricing and marketing. Without ‘good’ data, an insurance business is almost blind. No matter how smart and efficient business’s processes are; how advanced, savvy and solid the IT systems that support the processes are; and how capable and skilful the staff who use the processes and technology are, if the underlying data and information that these processes, technology and people use is not good enough in terms of its quality and integrity, the outcome such as effective and efficient decision-making will be poor. The strategy of a business should recognise that information assets, supporting technology, business processes and people need to be coordinated and managed effectively. This chapter is about an award-winning case study of a general insurance business but applies equally to most businesses, regardless of industry. It tells the story of how the organisation created an information-centric culture by bringing four objectives relating to technology, business process, people and information to work together in a collaborative manner.