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... x No Thanks Loading.. Osha Recordkeeping Requirements 4/30/2013 by CompleteMarkets Editor , Bill Grieb This content has not been rated yet. OSHA RECORDKEEPING REQUIREMENTS by Bill Grieb The Occupational Safety and Health Administration (OSHA) was behind a 1970 law that requires certain employers to prepare and maintain records of occupational injuries and illnesses. This form - the Log 200 Form - must be posted during the month of February every year. This article describes OSHA recordkeeping requirements and the Log 200 Form. OSHA Recordkeeping The U.S. Department of Labor's Bureau of Labor Statistics is responsible for administering the recordkeeping system established by 1970 Act. It and the recordkeeping regulations in 29 CFR 1904 provide specific recording and reporting requirements, which constitute the recording system's framework. The OSHA Act applies to nearly all employers in the private sector. It concerns work performed in a workplace in a state, the District of Columbia, the Commonwealth of Puerto Rico, the Virgin Islands, American Samoa, Guam, the Trust Territory of the Pacific Islands, Wake Island, Outer Continental Shelf Lands (defined in the Outer Continental Shelf Lands Act), Johnson Island, and the Canal Zone. Two forms are used for OSHA recordkeeping. One form, the OSHA No. 200, serves two purposes: The Log of Occupational Injuries and Illnesses is used to record the occurrence, extent, and outcome of cases during the year, and to summarize the log at the end of the year to satisfy employer posting obligations. The Supplementary Record of Occupational Injuries and Illnesses, OSHA No. 101, provides additional information on each ...

... Labor Statistics of the U.S. Department of Labor is responsible for administering the record-keeping system established by the Act. The OSH Act and record-keeping regulations in 29 CFR 1904 provide specific recording and reporting requirements, which comprise the framework of the OSH recording system. The OSH Act covers nearly all employers in the private sector. It covers work performed in a workplace in the states, the District of Columbia, Puerto Rico, the Virgin Islands, American Samoa, Guam, the Trust Territory of the Pacific Islands, Wake Island, Outer Continental Shelf Lands (defined in the Outer Continental Shelf Lands Act), Johnson Island, and the Canal Zone. THE MECHANICS OF OSHA RECORD-KEEPING Two forms are used for OSHA record-keeping. The OSHA No. 200 form serves two purposes: (1 ) as the Log of Occupational Injuries and Illnesses on which the occurrence, extent, and outcome of cases are recorded during the year (2 ) as the Summary of Occupational Injuries and Illnesses, used to summarize the log at the end of the year to satisfy employer posting obligations The other form, the Supplementary Record of Occupational Injuries and Illnesses (OSHA No. 101) provides additional information on each of the cases that have been recorded on the log. OSHA Form 200 OSHA No. 200 is used for recording and classifying occupational injuries and illnesses and for noting the extent and outcome of each case. It shows when the injury or illness occurred, to whom, what the person's regular job was at the time of the exposure, the department in which the person was employed, the kind of injury ...

...ms have 'hot key' access to allow logging of nonsystem-related activity such a...

... ' reception to the way their claim was handled. Claims are the most important service you can provide the insurance consumer. The moment a client calls with a claim is the moment to begin selling your agency through service. Outlined below are 18 steps in the claim-servicing process, with a brief explanation of each. CLAIMS PROCEDURAL GUIDELINE Receive report of loss: Clients calling in will most likely be shaken and upset. This is the time to lend an ear and let them tell the story. Remember to listen for key words and phrases. Access coverage documentation: Find the appropriate coverage record on the computer screen (or if you're not yet automated, get the file with the appropriate policy declarations) . Check to make sure there are no outstanding late payment or cancellation notices pending. Update activity log: Make a notation of the call on the activity log (also known as a transactional log, trax, conversation sheet, or conversation record) . Include the name of the caller, your initials, the date, the time, and a brief summary of the loss. Consolidate the information on the activity or trax log by noting, See loss notice dated (today) . ' Complete loss notice: While on the telephone, pull the appropriate ACORD loss notice or go to the appropriate space on the computer screen. Tell the insured (or claim-ant) that a form must be completed for submission to the insurance company and ask, Is it all right if I ask for information in the order we need for the claims office? ' (In all my years of working ...

... x No Thanks Loading.. Tracking Compliments And Complaints 4/30/2013 by CompleteMarkets Editor , Troy Campbell This content has not been rated yet. Customer satisfaction is subjective on the part of consumers. It is how they feel about you and the product or service you provide. The difference between satisfaction and dissatisfaction is what the customer expected versus what he or she actually experienced. Tracking these two emotions will identify negative patterns that need repair and positive patterns that need repeating. The complaint log is the perfect tool for documenting customers' dissatisfaction levels. Focusing on customer complaints serves to pinpoint weaknesses within an organization. Equally important is keeping a log of all customer compliments so you can see what you're doing right. Evidence shows that people work best when they feel good about themselves and what they do. If all you hear all day is what's wrong, and never what's right, it will be considerably harder for you to do a good job. Hearing positive feedback, as provided by a compliment log, offers the following benefits to CSRs: Enhanced self-esteem Confidence in decision-making ability Improved job satisfaction Evidence of level of performance Self-motivation to serve The compliment log should be set up to record positive reactions from customers. (A sample compliment log appears at right.) The compliments will show areas in which you're hitting the mark. Additionally, the log presents management with the opportunity to recognize and praise individuals and teams for outstanding customer service. Benefits to management (in case you need to sell them on the idea) include: Promotion of strong team spirit Creation of a performance-appraisal tool ...

... throughout the morning; at noon we did our normal mid-day floppy disk backup of the Pioneer III accounting files. (I always breathe a sigh of relief after completing a backup because I know that, as of that moment, our work is safe.) As our staff members returned from lunch, they once again put the system to extensive use. The day ended at 5:30 p.m., and I entered the command for the streaming tape device to back up the entire system at 11 p.m. that night. This is the second part of our normal backup procedure-floppy disk backup of accounting files at mid day and full system backup at night, when the system is not in use. When we came to work on Tuesday morning, May 12, the first users trying to log on to the system were unable to do so. I immediately checked my workstation, where our tape backup software is installed, to discover- much to my dismay-that the backup scheduled to begin at 11 p.m. the night before had not taken place. When the backup program attempted to access the system, no system was available. The message on my screen screamed: HARD DRIVE FAILURE! ' We spent most of the morning talking with (or waiting to talk with!) the customer service folks at Agency Management Services (AMS) . We tried all of their suggestions, but nothing worked: We could not resurrect the hard drive. Finally, we called our local computer- maintenance firm. They confirmed that the hard drive had failed and would have to be replaced. We ...

... throughout the morning; at noon we did our normal mid-day floppy disk backup of the Pioneer III accounting files. (I always breathe a sigh of relief after completing a backup because I know that, as of that moment, our work is safe.) As our staff members returned from lunch, they once again put the system to extensive use. The day ended at 5:30 p.m., and I entered the command for the streaming tape device to back up the entire system at 11 p.m. that night. This is the second part of our normal backup procedure-floppy disk backup of accounting files at mid day and full system backup at night, when the system is not in use. When we came to work on Tuesday morning, May 12, the first users trying to log on to the system were unable to do so. I immediately checked my workstation, where our tape backup software is installed, to discover- much to my dismay-that the backup scheduled to begin at 11 p.m. the night before had not taken place. When the backup program attempted to access the system, no system was available. The message on my screen screamed: HARD DRIVE FAILURE! ' We spent most of the morning talking with (or waiting to talk with!) the customer service folks at Agency Management Services (AMS) . We tried all of their suggestions, but nothing worked: We could not resurrect the hard drive. Finally, we called our local computer- maintenance firm. They confirmed that the hard drive had failed and would have to be replaced. We ...

... x No Thanks Loading.. Using Automation Systems To Measure CSR Performance 4/30/2013 by CompleteMarkets Editor , Karen Flaherty This content has not been rated yet. Your agency management system offers a number of tools for evaluating CSRs. Many agencies are using their automation systems to provide information on CSR job performance. One common computer-based evaluation program measures the volume of work that each CSR processes. The program produces a report from the information recorded on the agency database as CSRs move through their daily work. Each transaction is coded and can be attributed directly to the CSR who processed it. TRANSACTION LOGS AND ACTIVITY REPORTS These computer-generated reports, called "transaction logs" or "activity reports" show the number and type of transactions processed over a given time. Some transaction logs can even show the amount of premium (additional/return) involved in a particular transaction. Such reports showcase CSRs who consistently outperform others in numbers of transactions processed. Numbers, however, are not the sole determinant of excellence. For example, a CSR might spend hours, or even a whole day, on one transaction in order to save an account. In this instance, the extra time is well spent if that account is profitable for the agency. To allow for this kind of variation, transaction logs/activity reports are usually measured and compared over a six-month period. This assumes that over the long run, other CSRs will have had similar experiences and the numbers will even out. Volume of work processed is one aspect of the CSR evaluation process. Errors are another side of the coin ...

... These systems allow an agency to suspend customer files temporarily for follow-up (other terms are: Follow-up, diary, come-up, pending, and abeyance) . Follow-up includes everything from fulfilling clients' special requests to x-dating and policy reviews. A successful suspense system eliminates wasted time and effort, reduces paper handling, keeps files organized, and allows CSRs to be proactive in their approach to client sales and service needs. Just as there's more than one way to solve a mystery, there's more than one way to suspend a file. Depending on a number of factors, such as whether an agency is automated, each agency must choose the suspense system that suits it best. There are four basic types of suspension systems: (1 ) Renewal control/expiration list management; (2 ) binder logs; (3 ) general correspondence follow-up; and (4 ) exact-date suspense. Here's a summary of these systems, with an outline of service procedures for each: RENEWAL CONTROL/EXPIRATION LIST MANAGEMENT 1) Receive listing of all expiring policies for assigned accounts (120 to 90 days prior to expiration) . 2) Verify list by cross-checking with files or hard copies of agency- issued invoices. a) If in agreement with list, go to step 3. b) If in disagreement, research, determine the problem(s ), and correct before continuing. 3) Create the following columns on an agency's expiration list to convert the list to renewal control. Instructions Order (premium estimates) Receive (and review with producer) Prepare Proposal (with binder) Order Policies Deliver Policies ...

... or coverage checklist with the decision-maker or the appropriate representative for the account (the controller, accountant, office manager, etc.) . 8) Return this information to the CSR (or marketing representative) . When the client review is complete, the information should be returned to the agency in a legible format for premium estimation and proposal completion. 9) Prepare renewal applications. When getting quotes on a particular renewal (after verifying the underwriters' approval and interest), complete and submit renewal applications with an appropriate suspense date. 10) Update the renewal control list. Make a notation on the renewal list (given to you as step number one) concerning progress on the account. Review and update the renewal control list as part of your daily routine. 11) Update the activity log. At the same time you're monitoring the overall control of the renewal process, it's also a good idea to note any actions taken in the client's record. This way, anyone can see at a glance the status of an account. 12) Rate. Another important aspect to the renewal transaction is to determine if premium credits are needed to retain the account. A word of caution - those who live on price will die on price. Ensure that your clients know the added value in doing business with you ,rather than a competitor. Ask agency staff and clients, Besides price, what does a client want or need from you? ' Once you have the desired price range, determine whether the account will be rated in-house or submitted to the company for premium estimates. 13 ...