Interpersonal Relations Case 14.2 The Rumpled Claims Forms Rob is the supervisor

Question

Interpersonal Relations Case 14.2 The Rumpled Claims Forms Rob is the supervisor of scanning operations at Insurance Resource, a firm that specializes in digitizing handwritten canning- insurance claims. The client companies mail their insur- ance claims in batches to Insurance Resource for process- ing into a digital format. In addition to scanning the handwritten documents, Insurance Resource also creates computer files for clients, and forwards the claims to the appropriate insurance company for reimbursement we can send the documents with missing information to our research department, but that takes time from my Rob replied, "Wendy, you have a point. Some of our clients make work difficult for us, but they are still valued customers. If we put too much pressure on them to give us claims forms that are easier to scan, they might look for another outsourcing firm. ations), and see if we can Case Questions 1. In what way does th I'm going to get with Kim (the vice president of oper get a task force set up to work on uments right away." With profit margins being small in insurance claims processing, the document scanning technicians must work this problem of difficult-to-sc rapidly as well as processing a large volume of claims. One day when Rob asked Wendy to improve her speed, he received a response that he had heard many times in the t when so many of these claims is case deal with a customer serv- ice problem? What steps do you recommend that Insurance Resource take to get clients to send the company doc- uments that are easier to manage? past 2. re rumpled, crumpled, and incomplete? We get som ning technicians say the same thing. We even have to ston "How can I work fast when so many of these cla and addresses. The other scan3. What suggestions can you offer Wendy and the other scanningtechnicians to process their work more effec to remove staples from the torms. Ir we are not careful, the tech support to de-jam the machin stupid. The speed problem is theirs staples get caught in the scanners, and then we have to call tvel Source: Case researched by Stefanie Donaldson, Rochester, My speed problem is that some of our clients an New Yor , not ours. I know that

Explanation / Answer

Answer:

1.

This case deal with customer service problem of poor/missing or incomplete documentation due to which whole process and speed of the firm suffers.

2.

I would recommend that ask customers to:

3.The suggestions for Wendy and other scanning technicans are:

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