David Hodge Week 4 Assignment - Running head Interview and...

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Running head: Interview and Reflection Assignment 1 Innovation Within a Corporation: Interview and Reflection of a Working System David Hodge Grand Canyon University: ENT-435 02/04/2017
Interview and Reflection Assignment Interview and Reflection of a Working System So many of the world’s leading corporations have a system of innovation that has been put in place to continually move the organization forward. This has bled down into smaller companies which have also worked to create a culture of innovation in order for the company to maintain and promote growth. The systems are not all the same. Depending on the type of products that are sold or the various types of services provided determines the path on which each of the companies will travel in regards to innovation. Many of the world’s leading organizations do not just look at one thing and run with it; it is a culmination of many studies and trial and error to find what works best for them. One such organization, Aetna, has developed systems for innovation and not just one system, but for several different areas of their company. Aetna has innovation systems for the sales department, technology, and other areas, however the interview process was contained to the area that handles customer relations within Aetna. The answers given in the interview were eye opening and informative on how structured the innovation system is within Aetna. The Innovation Process The interview conducted was with Leslie Rodriguez, Manager of Continuous Improvement at Aetna. Leslie has over 25 years of experience in management with companies like KFC and DHL, with her past 5 years being with Aetna. Her job description is basically all about innovation, implementation, and over watch of these systems within her department. The Continuous Improvement department covers issues related to customer service and the expediting of said service as a means to make the customer’s experiences the best they can be, while also saving the company money in the process. Aetna follows the Six Sigma DMAIC 2
Interview and Reflection Assignment system in their approach to innovation. However, it does not begin with DMAIC, there is a culture in place that promotes ideas first and foremost and branches from there into several areas.

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