What came first, the chicken or the egg? It is a question pondered for eons. This brings us to the 21st century version, where business leaders may ask, “What's more important, the person or the tool?” It is an interesting proposition, and one worthy of consideration.

As I sit in the airport, preparing to board that flight to Houston it seems that the mechanic inspecting the plane is pretty darn important. But what if he lacks the tools to fix the problem? Likewise, what if he has the tools to fix the problem but doesn't know how to identify the issue?

In my forthcoming book, Blocking & Tackling: The Playbook For The Winning Claims Organization, there is extensive discussion on the critical foundation of any organization: people, processes, and technology. People are crucial to outcomes, but they must be the right people. Let's face it. Not everyone is cut out to be an airplane mechanic, just as not everyone is cut out to be a claims adjuster. Even those with the greatest claims skills in the world have some limitations, which is where having the right tools can provide an organizational lift. In the world of claims, these tools come in the form of effective processes and innovative technology.

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