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... Our approach is radically different. First do not ask an external team to re-engineer processes for you. Instead teach your agency team how to totally reconceptualize the business, its products, services, its processes, and its interactions with customers. BEGIN BY CREATING A LEARNING LABORATORY The idea is to create a learning environment where your staff uses live agency data to work on real issues. By actively gathering and analyzing their own data, your staff learns an incredible amount about the agency, what is working, what is not, and ... the agency in a changing environment) How did you learn this job? (Did we really train the person or simply give them a few days with another person who showed them what to do? I call this OJTE. In other words, on-the-job trial and error.) Show me what you do? Document every step no matter how small. (This is to discover all of the useless and redundant steps in the existing processes. Where does the work come from? Who gives the person their work, customers, ... and create the ideal way of attaining the anticipated result. Don't focus on the activities; do focus on the expected and required results. Do not get overly detailed in how work should be done, but do be detailed in the expected results, the errors and omissions criteria, financial controls, service standards, regulatory and legal criteria, and the required documentation. The goal is to accomplish the most work with the fewest steps. Do not pass work back and forth or to overly specialized functions. Strive for multi-skilled, multi-functional ...

...iled in the expected results, the errors and omissions criteria, financial controls, service standards, regulatory and legal criteria, and the required documentation. The go...t customers, the agency, its carriers, and employees consider to be a successf...