One metric--that of total quality--can fundamentally transform your claims team.

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.

With the right set of data, it is possible to not only gauge what is being done internally, but also amongst the competition, creating an instant competitive advantage.

With the right set of data, it is possible to not only gauge what is being done internally, but also amongst the competition, creating an instant competitive advantage.

While training departments and procedure manuals play a valuable role in the training process, there is no substitute for a line manager who can turn a novice into a pro.

What the Cleveland Indians of 2011 are doing is nothing more than following the rules that will take a claims organization from ordinary to extraordinary.

While we all may have individual opinions regarding guilt or innocence, the outcome in this case resulted from the quality of the investigation.

While we all may have individual opinions regarding guilt or innocence, the outcome in this case resulted from the quality of the investigation.