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Case Study:
Ashley Wants to Boost Teamwork
Ashley considered herself fortunate to be chosen as the team leader for one of the newly formed teams at the insurance company where she worked. The purpose of forming teams was to improve customer service. Each team now had the authority to issue policies and settle claims, within limits, for specific geographic regions. Before the shift into teams, separate departments existed for sales, underwriting, and claims. Although the company was profitable, it received too many criticisms about poor service, particularly in the time required to process a claim. Sales representatives within the company contended that the underwriting department took too long to approve and issue policies.
One of Ashley's first initiatives was to hold frequent in-person meetings to discuss how service was going to be improved. She emphasized to the team that the company had adopted the popular team concept and that teams were empowered to look for ways to improve efficiency. Ashley also emphasized that each team member had more responsibility than under the department structure. Each team member would be doing some sales, underwriting, and claims.
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