TENCon2011 Workflows & Auditing
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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, ...

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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  • 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

TENCon2011 Workflows & Auditing Presentation Transcript

  • 1.  
  • 2. Jason Hoeppner B. H. Burke & Co., Inc. Building Agency Workflows
  • 3.
    • Standardized agency workflows provide the means to measure not only workload but also employee performance.
    • In addition, workflows that document client activity and your staff’s actions reduce exposure to E&O and better utilize your agency’s automation tools.
    Introduction
  • 4.
      • To understand the reasons why workflows are needed.
      • To learn how workflows provide metrics to measure client, company, and service staff.
      • To identify what elements should be included in written workflows.
    Learning Objectives (Page 3)
  • 5.
    • The Importance of Workflows
    • Where Do We Begin?
    • How To Create Workflows in Your Agency
    • How Are Workflows Distributed / Managed?
    • Implementation
    • Auditing Workflows
    Building Agency Workflows AGENDA (Page 3)
  • 6.
    • The Importance of Workflows
    • Where Do We Begin?
    • How To Create Workflows in Your Agency
    • How Are Workflows Distributed / Managed?
    • Implementation
    • Auditing Workflows
    Building Agency Workflows AGENDA
  • 7.
    • Written, standardized workflows that detail each step in your agency’s procedures and how to complete these procedures in your management system…
      • eliminate assumptions;
      • ensure uniform and consistent system use; and
      • minimize E&O exposure
    The Importance of Workflows (Page 5)
  • 8.
    • When expectations are understood by all your staff…
    • When everyone has had a chance to contribute and to “buy in”…
    • When you start to use your systems more fully…
    • You can do more for less and focus on the most important tasks of the agency – client service and relationship building!
    The Importance of Workflows (Page 5)
  • 9.
    • Essential Workflows:
      • Accounting
      • New Business
      • Renewals / Rewrites
      • Endorsements
      • Cancellations
      • Audits (CL)
      • Certificates & Proofs of Insurance
      • Claims
    The Importance of Workflows (Pages 5-6)
  • 10.
    • The Importance of Workflows
    • Where Do We Begin?
    • How To Create Workflows in Your Agency
    • How Are Workflows Distributed / Managed?
    • Implementation
    • Auditing Workflows
    Building Agency Workflows AGENDA
  • 11.
    • Focus
      • What is the “Big Picture”?
      • Top-down, business view
    • Buy-In
      • Management support
      • Set the expectations (and example!)
    • Staff Involvement
      • Everyone involved in the process
      • Cross-departmental involvement
    Where Do We Begin? (Page 6)
  • 12.
    • Structure
      • Overview
        • Great for reference, refresher training, experienced users.
      • Step by step
        • Ideal for new users, initial training, infrequent procedures.
        • Both parts are critical to good workflows .
    Where Do We Begin? (Page 7)
  • 13.
    • The Importance of Workflows
    • Where Do We Begin?
    • How To Create Workflows in Your Agency
    • How Are Workflows Distributed / Managed?
    • Implementation
    • Auditing Workflows
    Building Agency Workflows AGENDA
  • 14.
    • Plan of Attack
      • What approach? Where will we start?
    • Create a Committee
      • Who? All those involved in the process.
    • Set Deadlines
      • When!
    • Create Drafts
      • Specific staff members to outline actual steps.
    Creating Workflows (Page 7)
  • 15.
    • ACORD POWER of Change®
      • Five-step process
        • Focus on the Customer
        • Find the Costs
        • Get the Costs Out
        • Remap the Workflow
        • Ensure Results
    Creating Workflows Additional Methods (Note: This is not in the handout)
  • 16.
    • Review Drafts
      • Compare, consolidate, and include mgmt. reporting needs, E&O improvements, & better utilization of technology.
    • Add Supporting Functions
      • Update system lists (activities, attachment categories, rejection reasons) & form letters.
    • Provide Training
      • On the new workflows and new system usage.
    • Create Quick View Sheets
      • Data entry examples – and expectations!
    Creating Workflows (Page 8)
  • 17.
    • The Importance of Workflows
    • Where Do We Begin?
    • How To Create Workflows in Your Agency
    • How Are Workflows Distributed / Managed?
    • Implementation
    • Auditing Workflows
    Building Agency Workflows AGENDA
  • 18.
    • Hard Copy
    • Electronic Format
    • Better idea …
    • Password protect & assign the workflow “keeper”.
    Distributing & Managing Workflows (Page 8)
  • 19.
    • The Importance of Workflows
    • Where Do We Begin?
    • How To Create Workflows in Your Agency
    • How Are Workflows Distributed / Managed?
    • Implementation
    • Auditing Workflows
    Building Agency Workflows AGENDA
  • 20.
    • Now how do we get people to follow the new workflows?!
      • Implementation meeting / training
      • This is how we do business (& why!).
      • Audits will be done.
      • Signed acknowledgement
      • Feedback & Review ( Page 10)
      • Monitor usage
    Implementation (Page 9)
  • 21.
    • The Importance of Workflows
    • Where Do We Begin?
    • How To Create Workflows in Your Agency
    • How Are Workflows Distributed / Managed?
    • Implementation
    • Auditing Workflows
    Building Agency Workflows AGENDA
  • 22.
    • Review reports:
      • Close-Day
      • Month-End
    • Importance of Activities
      • What was done
      • And why… as it pertains to the insurance process
      • Suspense items (our electronic brains)
      • Good activities increase your ability to collaborate and provide higher levels of service to our clients.
    Auditing Workflows (Page 10)
  • 23.
    • The Importance of Workflows
    • Where Do We Begin?
    • How To Create Workflows in Your Agency
    • How Are Workflows Distributed / Managed?
    • Implementation
    • Auditing Workflows
    Summary
  • 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
  • 30.
    • Once workflows are created, it is absolutely critical to ensure that they are being followed properly.
    • Auditing, utilizing TAM reports/searches, and client reviews will give you the “evidence” to check for workflow compliance.
    Introduction
  • 31.
      • To understand the reasons why audits are necessary elements to workflows.
      • To learn how & when audits should be conducted and by whom.
      • To become familiar with using TAM reports/searches to conduct audits.
    Learning Objectives (Page 3)
  • 32.
    • Auditing your workflows
    • Audits – What to consider??
    • Suggested methods for auditing
    • What to Audit???
    • How, when, why
    • TAM reports for audit purposes
    How To Audit for Compliance AGENDA (Page 3)
  • 33.
    • Auditing your workflows
    • Audits – What to consider??
    • Suggested methods for auditing
    • What to Audit???
    • How, when, why
    • TAM reports for audit purposes
    How To Audit for Compliance AGENDA
  • 34.
    • Auditing verifies that the actions taken during the selling and servicing of insurance have been properly documented.
    • It serves as a quality-control check.
    • Auditing:
      • Helps reduce E&O exposure
      • Teaches consistency
      • Reveals areas for improvement
    Auditing Your Workflows (Page 4)
  • 35.
    • Auditing your workflows
    • Audits – What to consider??
    • Suggested methods for auditing
    • What to Audit???
    • How, when, why
    • TAM reports for audit purposes
    How To Audit for Compliance AGENDA
  • 36.
    • Expectations had to have been set & understood by all staff (see workflows).
    • Wait at least six months from workflow implementation before starting the first official audits  Notify everyone of the date that audits will start!
    Audits – What To Consider?? (Page 4)
  • 37.
    • Auditing your workflows
    • Audits – What to consider??
    • Suggested methods for auditing
    • What to Audit???
    • How, when, why
    • TAM reports for audit purposes
    How To Audit for Compliance AGENDA
  • 38.
    • Managers audit employees
    • Employees audit employees
    • Third-party audits employees
    Suggested Methods for Auditing (Page 5)
  • 39.
    • Auditing your workflows
    • Audits – What to consider??
    • Suggested methods for auditing
    • What to Audit???
    • How, when, why
    • TAM reports for audit purposes
    How To Audit for Compliance AGENDA
  • 40.
    • Auditor should choose which accounts will be audited.
    • No advance warning!
    • Select three to five accounts with a good amount of activity to ensure a worthy audit. (E.g., recently renewed)
    What To Audit (Page 6)
  • 41.
    • Auditing your workflows
    • Audits – What to consider??
    • Suggested methods for auditing
    • What to Audit???
    • How, when, why
    • TAM reports for audit purposes
    How To Audit for Compliance AGENDA
  • 42.
    • Three levels of audits
      • Quality of Agency Management System Data
      • Compliance with Workflows
      • Proper Insurance Coverage Provided
    How, When, Why (Page 6)
  • 43.
    • Use an audit form (checklist).
    • Review findings with the staff member(s) involved in the audited processes.
    • Results become a part of the employee’s performance evaluation.
    • Re-evaluate in six months.
    How, When, Why (Page 7)
  • 44.
    • Auditing your workflows
    • Audits – What to consider??
    • Suggested methods for auditing
    • What to Audit???
    • How, when, why
    • TAM reports for audit purposes
    How To Audit for Compliance AGENDA
  • 45.
    • Activity Reports
      • Auditing a specific customer:
      • Set the criteria code under “Clients”.
      • Set the date range.
      • Leave the operator/CSR open to all.
      • Auditing a specific workflow:
      • Set the report to the specified activity codes.
    TAM Reports for Audit Purposes (Page 8)
  • 46.
    • Exceptions Report
    • Shows what is not being followed up in a timely manner and by whom.
    • Transactions / Production Report
    • Looks at transaction types, ICO/BCO, & commission percentages
    • Search Customers
    • Policies Current & Applications
    TAM Reports for Audit Purposes (Page 9)
  • 47.
    • Auditing your workflows
    • Audits – What to consider??
    • Suggested methods for auditing
    • What to Audit???
    • How, when, why
    • TAM reports for audit purposes
    Summary
  • 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