Abstract

Learning Outcomes

This case explores the transformation of a loss-making health insurance division into a profitable entity within two years under new leadership. Students will learn about the importance of customer orientation in driving service innovation and the critical role of leadership in aligning both internal and external customers towards organizational goals. They will analyze strategies for improving customer satisfaction, staff morale, and operational performance. The case provides insights into effective pricing strategies, recruitment practices, and data management, while highlighting the significance of stakeholder management, risk management, and business expansion in achieving sustainable success. Students will also explore how fostering a culture of innovation and customer focus can contribute to long-term profitability and growth in service organizations.

Case Synopsis

This case describes the transformation of the UAP Health Insurance Division, also called the UAP Medical Business from a financially loss making to profitable entity within a span of two years following the appointment of Mr Isaac Nzyoka as the new head of the Division. The case illustrate how Isaac adopted a customer orientation to identify and launch several services innovations directed to meet the customer needs. This required Isaac to identify, engage and align both the internal and external customers towards the Division's financial and non-financial goals. By the end of the two years, a culture of developing customer focused innovations had taken root in the division, staff morale had risen, customer satisfaction was high, and the division was back to profitability. The case is ideal for teaching issues related to service innovations and more particularly in-service organizations.

Complexity/ Academic level

This case study can be used for students at all levels, including undergraduate, postgraduate, and executive education, for leadership and healthcare management courses. 

Supplementary Materials

Teaching notes are available for educators only.

Keywords

Leadership Transition, Healthcare management, Pricing Strategy, Customer Retention, Data Management, Recruitment, Corporate Strategy, Stakeholder Management, Risk Management, Business Expansion

Citation

Mungai, E. (2024). UAP Health Insurance Division: Leveraging on Customer Focused Service Innovations. In Strathmore Africa Case Center. Strathmore Africa Case Centre. https://doi.org/10.70268/sacc-05-24-24

Publisher: Strathmore Africa Case Centre

Copyright © 2024, Strathmore Africa Case Centre

Category : Case

Author : Edward Mungai

Publisher : Strathmore University

Document ID : SACC-05-24-24