Futile Focus on Output

I am back to talk more about the insufficiencies of focusing on output.

When we focus on output, it is impossible to account for the seemingly infinite number of nuances that exist with individual items.

Butternut squash differences.

When we look at insurance industry claims, we can dig deeper and deeper into the nuances that differentiate one claim from another.

Like the example I talked about recently with a two-vehicle rear-end accident.

Honestly that is the problem. It becomes too intriguing to keep looking at all the differences in the output.

In reality what matters more is the judgment that claim adjusters are applying to each and every claim.

When claim leaders focus on improving adjusters' judgment, then an adjuster can recognize where they are strong and where they need improvement.

By providing consistent accurate objective information, claim leaders can both reward excellence and help adjusters identify whether they are improving or whether they need more training.