The Dallas Mavericks pulled off what many thought to be unthinkable in beating the Miami Heat for the NBA championship. Throughout the series, Dallas often seemed to be down, but with their fourth-quarter surges proved that they were never out. To the contrary, they exuded characteristics of success by giving it their all until the final buzzer. It is this type of focus and commitment to the optimal outcome that ultimately gave the Mavericks the slightest edge in their quest for the championship.
This type of focus can also take claims organizations from ordinary to extraordinary. From the beginning of the claim to final disposition, not losing site of an accurate outcome is critical in giving organizations a competitive edge in the marketplace.
During my tenure in various claims capacities—ranging from adjuster and manager to quality assurance and leadership roles—gaps were often identified in the process. Just as I have found coaching a variety of sports over the years, these types of deficiencies can lead to improbable outcomes.
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