Humana 2002 Annual Report Download - page 5

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—Transform the consumer experience: Improve customer experience and brand awareness from initial plan
choice through the entire plan life-cycle.
—Realign the operating model: Align processes, people, technology, governance and initiatives to enhance
commercial segment needs and consumer experience, and leverage shared services.
—Right-size the cost structure: Reduce administrative and medical costs through process innovation,
technology and underwriting. This year’s annual report, in which we’ve realized significant savings without
sacrificing business-critical content, is one example among many of keeping a close eye on costs.
—Engage employees: Involve employees in the change process and give them ownership of the required
consumer-centricity outcomes.
We believe this blueprint will provide the underpinning for Humana’s ongoing emergence as a bold,
innovative industry leader. As a large employer ourselves, we intimately understand the employer’s dilemma of
unsustainable health care cost increases. And as a health benefits company committed to growth through
innovation, we’re well positioned to address that dilemma with a proven solution to meet a broad marketplace
demand.
Sincerely,
David A. Jones Michael B. McCallister
Chairman of the Board Director, President and Chief Executive Officer
Significant stockholder Significant stockholder