Magazine article Risk Management

A Word from the Editor

Magazine article Risk Management

A Word from the Editor

Article excerpt

IF THE QUALITY SCORECARD IS AN ACCURATE INDICATION, RISK managers are disenchanted with the service they get from insurers, brokers and TPAs. The differences between the 1998 and 1999 surveys are negligible, and certainly not enough to convince us that any improvement was made overall. However, most product and service providers will tell you that they do care about quality, and have been making genuine efforts. And you do have to wonder about how the relationship between customer and business affects such a survey; in other words, in the best of scenarios, how high would risk managers grade?

Well, we did find one very happy customer, who was eager to share with us how he worked with his broker directly to improve service. If there is lesson that comes out of Dave Davenport's article, "Real Quality," it is that achieving positive results means communicating directly with your partners and telling them what you need. Perhaps not all risk managers will reap the same benefits that Davenport did with his broker, but it's a good place to start. …

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