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Keeping Score: Efficiency and Effectiveness in Claim Handling

Performance measures are intended to encourage employees to behave in such a way that an organization's objectives are achieved.

By Dean K. Harring | Updated on August 18, 2005

Performance measures are intended to encourage employees to behave in such a way that an organization’s objectives are achieved. That being said, I have seen some claim performance measures recently that are of questionable value when viewed against the major objectives of any claim organization: managing total loss costs.

Typically, the measures are conceived by management staff outside the claim organization, such as the CEO, CFO, or COO, who develop them by wondering aloud about topics such as:

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