Welcome to 2015. We get a fresh slate to work smarter, possibly harder, and to continue to make a difference in the lives of all who come in contact with us. I'm not a big believer in New Year's resolutions, since they're usually broken as fast as they are made. However, I am a huge proponent of doing things to the best of my ability — doing just enough to get by never really flew in our family.

That same perspective applies to the business of insurance — serving policyholders to the best of our ability — being fair, ethical and providing the best service possible under the policy parameters.

How do we measure success or failure on a claim, as well as the performance of vendors, third-party administrators and others involved in the insurance claims process? Marilyn VanderLey outlines some very specific key performance indicators (KPIs) your company should be tracking on a regular basis. She lists the measures recommended for supplements, subrogation, cycle time estimatics and a host of other factors companies should be tracking on a regular basis.