Consistent Accurate Transparent

Rock Schindler talks about the opportunity for claim leaders to build more effective performance management systems for adjusters by focusing on consistent, accurate, transparent measurement.

The legendary Jack Welch, former CEO of General Electric, once said, "You simply cannot manage people to better performance if you do not give candid, consistent feedback through a system that is loaded with integrity."

To that end, today I'd like to talk to you about three qualities that every claim leader needs from their performance measurement of adjusters.

Those qualities are:

• consistency

• accuracy

• transparency

When we talk about consistency, we mean not just consistency within a period and the measurements of one adjuster compared to another but also consistency from one period to the next.

Without these attributes of consistency, performance measurement is not going to be effective or have integrity.

When we talk about accuracy, the measurements need to be accurate according to the expectations of our clients.

In other words what we think is accurate could be very different than what our client thinks is accurate because they have a different expectation or understanding of what they're asking claim adjusters to do.

Additionally from one client to the next that accuracy standard changes. We have seen that time and time again over the years.

Finally for a system to have integrity, it has to have transparency.

People using performance measurement output need to have confidence that they can sit in front of their team and display the specific actions and activities that are driving performance numbers.

For claim leaders looking to improve the performance of their team, consistency, accuracy, and transparency are the three qualities that will give your performance management system a high amount of integrity that enables you to be more effective leaders of your team.