“The workers’ compensation insurance industry will continue to be inefficient and produce below average results as long as the incentives of the primary players continue to be unaligned. Inherently, attorneys, medical providers, managed care providers and claim administrators run side by side in parallel lanes without any convergence or accountability towards a common goal. Only the payers, the carriers and self-insured employers, can align the incentives and drive improved results and accountability. The old adage, 'if you continue to do what you always do, you will continue to get what you always get', unfortunately defines the majority of the stakeholders in our industry. Significantly improved results and a newly found competitive advantage are awaiting the risk taker that implements a goal oriented program of performance and accountability.” Andy Olwert
posted by admin on Fri., Aug 13th, 2010 in
Insurance industry
I was very lucky in my first professional job as a field adjuster for one the largest property and casualty insurers in the country. I had a supervisor/mentor who taught me how to “cut to the chase” and avoid being paralyzed by all of the “ground clutter” that could get in the way of settling and closing a claim. While I did not realize it then, that simple lesson has been instrumental in my success throughout my business career as an executive and business owner.
Today I watch so many companies that are so paralyzed by “ground clutter”, directionless leadership and an entitlement culture that they find it difficult to get out of their own way. The business is stagnant and headed in the wrong direction and there appears to be no hope of turning it around. Leadership is frustrated and does not know what to do next. Thousands of dollars are wasted in training, leadership classes and consultants.
Believe it or not, there is hope. Any business can get back on track quickly by remembering why it exists, THE CUSTOMER, and building a performance based culture around it. This is not rocket science. The old KISS adage, “keep it simple stupid” rings loud and clear for businesses that are wandering aimlessly in a very competitive marketplace. The right goals (there are only four), the right plan and the right leadership can quickly turn your company into one that outperforms your competition with service and value. Equally important, your staff will have a new sense of purpose, morale will improve and your bottom line will begin to achieve the results you want.
posted by admin on Wed., Aug 11th, 2010 in
Customer Centric
