In the present economic landscape, operating costs are critical in deciding competitive advantage. To explain cost gaps, size, sales channel, product mix and geography comes into the picture. Management decisions play a key feature in operating cost in the following roles:
1. Business complexity an important player, as large product portfolios and multiple brands produce higher cost on average. Higher complexity leads to inadequate priced contracts.
2. Operating models show that optimized setup reduces costs. Workload backlogs lead to customer dissatisfaction and deteriorate financial performance.
3. IT system landscape is a root cause to failing economies of scale.
4. Performance management helps reducing costs and improve company’s culture
To know more:  http://www.mckinsey.com/insights/financial_services/what_drives_insurance_operating_costs