Korea Life Insurance has launched a new program (“Working Together”) to foster innovation in customer service. According to the Korea Times, Working Together is a “unique decision making procedure” that calls for employees to gather out of the office and engage in one night and two days of discussion until they find a solution to a customer service problem. To be glib, I suppose you might call it a one-night stand and two morning afters.

Anyway, from the description of the program in the Korea Times, it sounds like any idea judged worthy of future implementation must eventually find a “sponsor” from one of the executives attending the brainstorming session. Once an executive signs off on the program, it speeds up the implementation process by creating a sense of buy-in throughout the organization. Working together, staff members from Korea Life Insurance have already come up with over 100 ideas, from an insurance money-payment service to better IT quality, during eight previous Working Together sessions. In addition, staff members from different sectors of the company participate in the sessions, ensuring that they walk away with a “deep understanding” of how other parts of the company function.

Tags: innovation Korea working together

[image: Korea Life Insurance workers]