Blues take action for excellence.

RENO, Nev.--(BUSINESS WIRE)--Jan. 30, 1995--Blue Cross and Blue Shield of New Mexico announced Monday a major initiative designed to transform the health benefits and managed care organization into a health management company unparalleled in the industry.

"Today we have embarked on the most substantive change in company operations in the history of Blue Cross and Blue Shield of New Mexico," said Chief Executive Officer C. David Kikumoto. "We will transform this organization into a health management company with affordable, high quality, products backed by superior service to our customers."

The centerpiece of this transformation is an "action for excellence" plan which will result in major improvements to operations in every department within Blue Cross and Blue Shield of New Mexico. The principal goal of this action plan is to make the company's customer service levels superior in the health-care industry.

"It is critical that customer satisfaction by our standard of service," said Kikumoto. But when we meet our customers' expectations, all-too-often we are content with that level of performance. Being good simply isn't good enough. We want to exceed our customers' expectations and that's what our action for excellence plan is all about."

The core of the action plan is a "Transformation Leadership Team" made up of employee leaders from throughout the company. This team will work closely with the employees in each department to assist with transformation of the operations.

"We know we have to do things differently if we are to achieve our goals," said Kikumoto. "We must change internally so we can reach the level of excellence necessary for transformation into a first-class health management company.

"Our employees are ready to make this happen. We have heard from them, loud and clear, that they have a wealth of ideas about improving this company's service levels," Kikumoto said. "The transformation team will listen to those ideas and, with senior management, will implement them."

For the past year the company has been placing more emphasis on health management programs, which have become increasingly popular with employers and consumers. Health management includes preventive services, wellness programs, education, and encouragement of individual responsibility.

"Blue Cross and Blue Shield of New Mexico is committed to the good health of our customers, not just their health care," Kikumoto said.

CONTACT: Blue Cross and Blue Shield of New Mexico

Bill O'Brien, 505/271-4463

Carl Miller, 303/831-5810