Humana 2000 Annual Report Download - page 11

MOMENTUM
As we embark on our 40th
anniversary, our path is taking a
turn. In the 1980s, we entered the
field of health benefits coverage and
were one of a group of companies
that responded successfully to
consumer frustration with the sky-
rocketing cost of health care. With
the growth of digital technology
and our ongoing implementation
of a host of consumer-focused
benefit redesigns, we are once
again taking a new road.
A critical element in solidifying
our leadership status in tomorrow’s
health benefits world is our
associates of today. That’s why one
of our imperatives is to transform
our corporate culture by engaging
our associates fully in our strategic
What changes
culture?
A clear vision, communicated
to all associates, so they
understand their role and
its importance.
t r a n s f o r m
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g a i n i n g . . .
direction, giving them training
while e-enabling them and con-
necting them with their colleagues
throughout the company.
Commitment to customers
translates into increased value for
stockholders. To that end, during
2000 we began a cultural transfor-
mation to help associates recognize
and develop consumer-centric
behavior. We initiated a focused
training program that equipped
all our associates with a thorough
understanding of our vision and
their role in achieving it. It also
gave them a “road map” for
clearing barriers to success and
forging cross-functional solutions
to complex problems. Such
programs are continuing in 2001.
As a result, our associates recognize
that every point of contact with the
customer gives us the opportunity
to treat her or him as we would
treat a member of our own family.
Associates now receive better
performance feedback and more
thorough explanations of opera-
tional and financial progress.
Through improved communication
and teamwork initiatives, associates
are taking a more active role in
ensuring overall customer satisfac-
tion. They recognize that our
cultural transformation positively
impacts both our customers and
our stockholders, and is a corner-
stone of our growth strategy as we
gain momentum.