Workflow

• Many claims handling units measure productivity in terms of incoming and outgoing post.
  
  
• Handlers workloads are measured by numbers of cases outstanding rather than the comlexity of then case and actions needed.
  
  
• At First Group we developed measures of throughput based on actions taken, relating activity to outcome and ensuring a consistent assessment, understood by handlers.
  
  
• Any workflow / productivity measurement must capture all activities to be credible and trusted
  
  
• C-MAS can tailor these to any teams specific workload.