Reverse Brainstorming

May 2009

Tejas Karhadkar
HR – West Zone

1
 Brainstorming

Brainstorming is a useful and popular tool that you

can use to develop highly creative solutions to a problem.

Brainstorming is a lateral thinking process. It asks that

people come up with ideas and thoughts that seem at first
to be a bit shocking or crazy.

You can then change and improve them into ideas

that are useful, and often stunningly original.

2
 Brainstorming

But There is a method called reverse brainstorming

and this is where you are solving problems with a
combination of brainstorming and reversal techniques. 

You can extend the use of brainstorming by combining it this way.  You
can draw out even more creative ideas with this combination.

Reversal is a good, easy process for improving products

and services. You use it by asking the exact opposite of the
question you want answered, and then apply the results
appropriately.
3
 Reverse Brainstorming

Instead of asking,
"How do I solve or prevent this problem?"
ask,
"How could I possibly cause the problem?"

Instead of asking "how do I achieve these results?“

ask,
"how could I possibly achieve the opposite effect?"

4
 Reverse Brainstorming

We tried this with our Claims Team at Mumbai.

We ask the most common problem faced by

Claims team to settle a Motor Claim.

The Problem is

Incomplete Document from

customer to settle a claim

5
 Brainstorming

The Solutions we have received are :

1. We can Educate the customer for claim process

2. Proper Communication to the insured
3. Follow-up with the customer

Total 3 Solutions

6
 Reverse Brainstorming

Now we asked the reverse question

We are not going to settle the claim

How ?
Give inputs
We have received 13 inputs
See next slide . . . . .

7
 Reverse Brainstorming
We are not going to settle the claim, How ?
Inputs
1 Without document No survey / No approval
2 Will not inform what documents required
3 No communication to insured or Repairers
4 Avoiding the customer
5 No Response
6 Fault Finding in scrutinizing the documents submitted
7  Process Delay
8 Criticizing the customer for his Driving 
9 Negligence in handling the documents
10 Asking for Bribe 
11 Wrong Advice for claim
12 Challenging the identity
13 Deny the claim
Now Treat these Inputs as problems and
8
find the solutions for the same
 Reverse Brainstorming
  Inputs Solutions
Without document no survey / No
1 We are not practicing, Input Rejected
approval
Opt1 - We can deliver claims process format,
Procedure, required documents along with the
Will not inform what documents policy.
2
required Opt2 - Download from Website / Collect the
same from Bharti-Axa Offices pan India / collect
the same from Garages.
No communication to insured or Immediate response / Proper Communication /
3
Repairers System generated SMS for Documents required
Greet the customer / Personal Attention / Value
4 Avoiding the customer Added Services / Happy customer Get-to-
gather / Customer meet for NCB.
We are not practicing, Input Rejected
5 No Response

9
 Reverse Brainstorming
  Inputs Solutions
Mandatory scrutiny for important documents
Fault Finding in scrutinizing the
6 also see the various alternate options for
documents submitted
processing the claim.
7 Process Delay We are not practicing , Input Rejected
communicate the safety norms like Seat belts /
8 Criticizing the customer for his Driving  No Mobile while driving / Drink & Drive /
Vehicle Maintenance tips / no rash driving etc.
Proper handling of documents submitted.
9 Negligence in handling the documents Store the same in secure place, if possible
scan all documents submitted to settle a claim.
10 Asking for Bribe  We are not practicing , Input Rejected
11 Wrong Advice for claim We are not practicing , Input Rejected
12 Challenging the identity If required, for high claim amount then only.
13 Deny the claim If not justify all the above.

10
 Reverse Brainstorming

During brainstorming sessions there should therefore

be no criticism of ideas.

You are trying to open up possibilities and break down

wrong assumptions about the limits of the problem.

Judgments and analysis at this stage will stunt idea

generation.

11
 Thank you

12