TENCon2011 Workflows & Auditing
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Creating standardized workflows for your agencies minimizes E&O risk and maximizes the return on your technology and training. With increased productivity and higher levels of customer service, your agency can become more profitable.
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Semelhante a TENCon2011 Workflows & Auditing
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TENCon2011 Workflows & Auditing
- 2. Jason Hoeppner B. H. Burke & Co., Inc. Building Agency Workflows
- 24. Jason Hoeppner, CIC B. H. Burke & Co., Inc. [email_address] (860) 399-8288 http://twitter.com/JasonHoeppner http://www.linkedin.com/in/JasonHoeppner http://www.facebook.com/JasonHoeppner
- 25. ASCnet can be reached at: [email_address] 407-869-0404 www.ASCnet.org Facebook www.facebook.com/pages/ASCnet Twitter www.twitter.com/ascnet
- 26. Principal Partner Platinum Partners 2011 Benefit Partners
- 27. Gold Partner Silver Partners 2011 Benefit Partners
- 28. Bronze Partner Gold Partner 2011 Benefit Partners
- 29. Jason Hoeppner B. H. Burke & Co., Inc. How To Audit for Compliance
- 48. Jason Hoeppner, CIC B. H. Burke & Co., Inc. [email_address] (860) 399-8288 http://twitter.com/JasonHoeppner http://www.linkedin.com/in/JasonHoeppner http://www.facebook.com/JasonHoeppner
- 49. ASCnet can be reached at: [email_address] 407-869-0404 www.ASCnet.org Facebook www.facebook.com/pages/ASCnet Twitter www.twitter.com/ascnet
- 50. Principal Partner Platinum Partners 2011 Benefit Partners
- 51. Gold Partner Silver Partners 2011 Benefit Partners
- 52. Bronze Partner Gold Partner 2011 Benefit Partners
Notas do Editor
- Give an example – What are the expectations for documentation, marketing and client contact at renewal? Does everyone do it differently? Does your management system contain notes and decisions from the previous policy term that would help cross-selling at renewal? Conduct exercises to reinforce learning
- Give an example – What are the expectations for documentation, marketing and client contact at renewal? Does everyone do it differently? Does your management system contain notes and decisions from the previous policy term that would help cross-selling at renewal? Conduct exercises to reinforce learning
- Elements of successful workflows: Written step-by-step instructions Customized activity categories with adequate time frames. Customized attachment categories – why, what else does this do for us? Formletters!!! Why not freehand? Properly managed activities. Consistent, object and timely audits of workflow usage. Results of audits and workflow utilization should play a large role in employee performance evaluations. Feedback and communication on system usage and workflow adequacy between staff and management.
- Show the example workflow.
- Committee – include an “outsider”! Drafts are the baseline.
- Walk through the workflow steps – hands-on, use real work if possible. Explain how we got to this point, why standardized workflows are important, and how the end result should be less value-added work and more time focusing on the customer. Workflows can and should be updated as needed. Managers should be checking and reinforcing the use of workflows (prior to the first audit).
- Best Practiced for Activities Specific activities are stated in workflows & consistenly used by all staff members. All activity categories have reasonable default follow-up dates (change it if necessary). Activities are closed as items are received… in a timely or ASAP manner. Security prevents the altering of closed activities. The only activities that appear as follow-ups are items that have not been received (see #3). Activities that appear as follow-ups are worked regularly and consistently. The follow-up dates on activities that appear as follow-ups are not advanced.
- Identify ways to apply training Request feedback on training session
- Give an example – What are the expectations for documentation, marketing and client contact at renewal? Does everyone do it differently? Does your management system contain notes and decisions from the previous policy term that would help cross-selling at renewal? Conduct exercises to reinforce learning
- Initial audits should be conducted in a similar manner as an official audit (utilize activity reports and client surveys) to ensure that folks are headed in the right direction.
- Managers – usually the expected method. Employees, may be a bit trickier, but also lends itself to more “ownership”. Third party is my favorite! A truly objective method.
- Give an example – What are the expectations for documentation, marketing and client contact at renewal? Does everyone do it differently? Does your management system contain notes and decisions from the previous policy term that would help cross-selling at renewal? Conduct exercises to reinforce learning
- Give an example – What are the expectations for documentation, marketing and client contact at renewal? Does everyone do it differently? Does your management system contain notes and decisions from the previous policy term that would help cross-selling at renewal? Conduct exercises to reinforce learning
- Using a form or checklist will help ensure objectivity and consistent results (based on what is found). The staff member(s) involved should be allowed to respond to the findings and self-suggest corrective actions (or they can be directed…) Trends that are widespread should be presented at department or agency-wide staff meetings. PRAISE and SHARE EXAMPLES of the GOOD STUFF YOU FIND.
- Give an example – What are the expectations for documentation, marketing and client contact at renewal? Does everyone do it differently? Does your management system contain notes and decisions from the previous policy term that would help cross-selling at renewal? Conduct exercises to reinforce learning
- Most agencies have an Exceptions report run with Close Day (unless you do not run Close Day or have this report turned off), but do not follow up on the information it provides. Transactions… misuse or trends in misuse of the proper codes. Policies current – using correct policy types? Are necessary fields being completed on App screens? Download?
- Identify ways to apply training Request feedback on training session