There are three key drivers to any successful organization; people, processes, and technology. Each plays an integral role and none can act effectively without the others. In each case, there are variables that define effectiveness and steps that can be taken for improvement. Perhaps nowhere is this more evident than with the people performing critical job functions.
I have spoken about the importance of hiring for quality before. While it is true in any organization, it is particularly true in claims. Having moved through the ranks from adjuster to leader and now consultant, I believe that the quality of people on your team will have the single biggest impact on results.
An organization can have the most effective processes or the latest in technology, but without the people to execute basic blocking and tackling, success will be elusive. This becomes increasingly evident when examining certain subsets of the business.
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