It "Andrea Anania, Cigna’s Cio Is Repeatedly Quoted Saying “What Could One Individual Do?”

QUESTION 8

Andrea Anania, Cigna’s CIO is repeatedly quoted saying “What could one individual do?” and “There’s only so much one person can do”. Identify potential problems in relation to the CRM project that might have lead Anania to emphasize this point.

QUESTION 8

Andrea Anania, Cigna’s CIO is repeatedly quoted saying “What could one individual do?” and “There’s only so much one person can do”. Identify potential problems in relation to the CRM project that might have lead Anania to emphasize this point.

CIGNA “More than just a health insurance company”

The case “CIGNA’S SELF-INFLICTED WOUDS” details the circumstances that led Andrea Anania, the Chief Information Officer of Cigna's HealthCare division, to take up IT systems migration projects and how the hasty and poor CRM systems implementation affected the organization’s business operations and customer service.

Cigna is a global health service company, dedicated to helping the people they serve improving their health, well-being and sense of security. The company is comprised among the four largest health insurers in the U.S. market based on enrollment, having 66 million customer relationships in 29 countries.In 2002, Cigna faced significant problems related to its customer database system which resulted in misquoting their number of customers by extra 900.000. This situation caused a glitch of company’s customer service and a drop of the profitability. Due to these reasons company’s membership felt from13.3 million to 12.5 million and a net loss of US$398 million.

Despite Anania’s (CIO of Cigna) confidence the change in technology did not hold good and company lost 6% of its member alone in 2002. This situation constraint Andrea Anania to retract her initial statement that she had successfully reengineered company’s IT. In order to justify her responsibility for the problems with Cigna’s IT transformation, she declares that “The business division had autonomy, and you can’t second-guess the...