A relatively new director is trying to understand why the division’s cost of claims is spiraling out of control. Customer satisfaction ratings for the operation have gone up significantly and are on the verge of leading the company, but this achievement, which is attributed to improvements associated with a new pay-for-performance program, is overshadowed by a cost problem that is potentially job threatening.

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Details

Pub Date: 2014

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Subjects: Customer Service, Human Resources

Source: Jack Brittain & Judith Sims