Improving Performance: How to Manage the White Space on the Organization Chart

9.5. Process Improvement

Step 7: Processes Defined. In this step, Larry works with a group of claims representatives and claims supervisors to construct a Process Map, which depicts the claim-handling process as it should flow. (In most instances, this type of group first needs to document the "Is" process as a backdrop for the creation of the "Should.") Their Process Map appears in Figure 9.3.

Step 8: Process Performance Improvement opportunities Identified. Having documented the claim-handling process, Larry identifies the desired performance for each process step. the actual performance, any gaps between desired and actual performance, and the impact of those gaps. He identifies significant gaps in the "claim qualified" and "claim assigned" ...