Author Archives: admin

I don’t know who invented the concept of Customer Satisfaction but they did a grave disservice to the claims department. Like many other well intentioned beginnings it has become a destructive force of original thinking, solutions delivery, and genuine understanding of root causes. Continue reading →

I recently bought a new toaster. Bright, shiny, plenty of buttons to press and an ejection mechanism that launches the toasted slice of bread into the air at a speed to rival the best efforts of a North Korean missile test.

Only one problem.

A standard sized slice of white loaf is too large for the toaster.

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Just about every project I am involved in nowadays with my insurer and supplier clients involves a desire for transformation. Claims transformation, business transformation, process transformation. But what exactly do we mean by transformation and how do we go about achieving it? Continue reading →