Allstate’s Digital Operating Model: Think Big, Act Small
Name
MIT_CISRwp460_AllstateDigitalOperatingModel_VanderMeulenBeath.pdf
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815.59 KB
Format
Adobe PDF
Checksum (MD5)
ada5878e9998a0f150846dc9bbc4e705
Author(s)
van der Meulen, Nick
Beath, Cynthia M.
Date Issued
June 1, 2023
Publisher
Cambridge, Mass.: Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology
Citation
Van der Meulen, Nick and Cynthia M. Beath. “Allstate’s Digital Operating Model: Think Big, Act Small.” Working paper 460, Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology, 2023. https://dspace.mit.edu/handle/1721.1/175303.
Series/Report no.
MIT Sloan School of Management Working Paper 7362-23
CISR Working Paper 460
Abstract
In 2021, the Claims division of Allstate Insurance Company aimed to simplify operations in order to deliver frictionless digital experiences to its customers. At the heart of this effort was a new operating model that pushed operational decision rights down to durable cross-functional teams that were focused on achieving strategic objectives by continuously solving business and customer problems. This case describes how Claims turned its traditional project-based way of working rooted in prescriptive annual plans into a continuous and iterative agile process that kept empowered teams moving cohesively toward its shared purpose.
Subjects
Decision rights/governance
Innovation and Strategy
Experimentation and Learning
Organizational Structure and Agility
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