A few weeks ago employees went to a meeting where it appeared SF admitted they had been to “rigid”, and were going to attempt to go more “to the middle”. This was to all take place within the next 8 weeks. Have not seen any changes yet. Has anyone else? I’m not convinced they are really going to make the claims environment any better. I’m still wait to see if ANYTHING at all good comes from this.
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I always clench...lover not a hater.
But they have admitted at training in Dallas that they have implemented EOM incorrectly, EOM in other industries is not # based. They are changing or attempting to retrain TM’s and bring it down to CS & CA levels. They are planning to hire many more in Injury, however most CAs are buried in tasks and I do not see the new CA pooling and 15 emails a day telling us we are in queue 20 deep is helping. I’m not confident about our future in Injury the CSs have 350 files each in T2/3
Mama mutual dont care...
...and young college grads will spread the words like fire through word of mouth and social media to stay the hell away.
While some old people are retiring a little sooner than they would like to, it’s the young people that are quitting in droves. No cost savings there at all when you consider the cost to recruit and train replacements.
Well Old Timer, don't be worried. We know you care, but you'll be gone soon. They'll be handled just the way you are imagining they would be.
Who doesn't have a preference for working with experienced people in many aspects of their lives? I know I sure as heck do -- including my doctors, my bank, my mechanic, my contractors, my attorney, my friggin' cashiers, and just about any company or individual to whom I pay for services.
1-sbp, you didn't finish. You forgot...
and nobody knows what the customer wants better than anybody and everybody EXCEPT the people who talk to the customer every day.
Move operations overseas. Cheap labor that won't complain. Its what the customer wants
Too f---ing funny. So many are leaving they don't know how they will get the work done. Sf has always been an arrogant and poorly ran company. Do they really think they can treat employees this bad and they'd stay. Lol.
To little to late. They are falling off like flies in my office. It is sad to see such good employees with so much experience go to other companies. But as other companies are going forward into the future with work life and work from home sf is going back 100 years and we are punching a time clock and getting points for missing work. We stay behind on our work in our dept because of employees calling in - taking grace or points - the work isn't getting done and the customer suffers. Example. Another company says - oh it snowed and you can't make it into the office no problem work from home on your laptop. Sf says - oh it snowed 6 feet and you can't make it into the office well fu. You get points. Thats how f-uped this company is. Have to laugh at the ignorance. Yet we pride ourselves on customer service which we s--- at.
Aren't the Division Managers and Section Managers the VPO's kids or the kids of some other VP. Was pretty much that way when I was there. Remember the position of Regional Vice President? That is how it worked. A thee tiered system: rules for the VP and their empire members, rules for their kids and extended family who were employees, rules for everybody else. Applicable to career tract as well.
There was an email from Mike Arnold with links to the bios for the Injury Claims VPOs that ainted them in the light of human beings with family photos and details of how they like to spend their personal time. The message seemed to be that the VPOs would be seeking input from the worker bees regarding improvements that could be made. Shortly afterwards, there was a series of town hall meetings held. The invitation list included mostly first line managers who have traditionally put their heads down and tried not to rock the boat. I wasn’t invited but I understand it was a raw and emotional meeting. The first line managers are intimately aware of problems created by attempting to run a claims operation like it was a Chinese factory. The message from the Division Managers and Section Managers continues to be “no excuses”. Either bring the results or step aside and let a newer manager take your place. One first line manger from each section is being chosen to spend two months immersed in the new EOM training and to bring that back out to their peers. I hope we have some Claim Specialists left by the time they get back. We have lost almost one third of them in the last four months in our demand pool. That will be an attrition rate of 100% on a yearly basis if we can’t stop the bleeding soon. The employees are bailing faster than the VPOs intended and our results are collapsing under the weight of unreasonably high inventories. Not enough people left to do the work.
So how are large fire property losses and auto complex liability claims dealt with? Regarding fire losses and contents do they just dump all that on to the policy holder? How are state insurance regulations not being blown out of the water?
EOM is a failed attempt to measure and develop employees and drive production . Acronym for excellence in operations management. Designed for use in factories and manufacturing environments. Many companies have tried it and abandoned it.
If everyone everywhere is doing the same thing, it makes some sense. Unfortunately claims are not all alike and subject to jurisdictional nuances.
Process tries to develop SCPs, but if it takes a claim rep 45 minutes of looking for something not in there and some manager is questioning their every move it becomes an issue.
This company will not admit a screw up though so we’ll continue EOM.
What does EOM mean? What does ridgid mean? Where is the middle? Of what continuum?
They aren’t admitting anything. Just bend over farther, and don’t clench or you’re out!